How to apply for Customer Success Manager

About HiddenLayer

HiddenLayer builds security for machine learning models and algorithms. It offers threat modeling, ML risk assessment training, red team assessments, and AI/ML model scanning. The company was founded by AI and security specialists and has won RSA's Innovation Sandbox, CB Insights AI 100, CyberTech 100, and SC's Most Promising Early-Stage Start-up. Working here means helping organizations adopt AI without exposing themselves to adversarial attacks.

About the role

You will own a portfolio of enterprise accounts and act as the main point of contact for those customers. You will run check-ins, join calls, take notes, assign action items, and keep internal teams informed about account health. The role is remote and full-time, and it matters because HiddenLayer's customers need clear coordination while they secure their AI systems.

A typical day

You might start by reviewing account health and preparing for a customer check-in call. During the call you take notes and capture action items, then after the call you assign owners internally and send a follow-up email to the customer. Later you update the rest of the team on where each account stands and plan the next round of status updates.

Who HiddenLayer is looking for

• Has experience managing enterprise accounts in a customer success, account management, or similar role, ideally in cybersecurity or AI/ML.
• Is highly organized and proactively follows up on every action item after customer calls.
• Can take clear notes during calls and track who owns what internally and externally.
• Communicates directly with customers through regular check-ins, status updates, and account emails.

Tips for this application

• In your resume, list specific examples of enterprise accounts you managed and how many you handled at once.
• Mention any experience with cybersecurity, AI/ML, or technical products, since HiddenLayer sells security for machine learning models.
• Describe a time you owned all follow-up after a customer call and tracked action items across internal teams.
• Reference HiddenLayer's products (threat modeling, ML risk assessment training, red team assessments, AI/ML model scanning) in your cover letter to show you read the job description.
• Apply even if you have not worked in AI security before, but be ready to explain how you would learn the technical side quickly.

What to cover in your cover letter

['Your experience managing a portfolio of enterprise accounts and keeping customers informed.', 'Your ability to take notes, capture action items, and assign ownership after customer calls.', 'Your track record of proactive communication through check-ins, status updates, and account emails.', 'Why you want to work at HiddenLayer specifically, given its focus on adversarial AI attacks and its award recognition.']

Research before applying

• Read HiddenLayer's website, especially the product pages for threat modeling, ML risk assessment training, red team assessments, and AI/ML model scanning.
• Look up what adversarial AI attacks are and why they are hard to detect, since this is the problem HiddenLayer solves.
• Review the awards mentioned in the job description (RSA Innovation Sandbox, CB Insights AI 100, CyberTech 100, SC's Most Promising Early-Stage Start-up) to understand the company's standing.
• Check if HiddenLayer has published any customer case studies or blog posts about enterprise deployments.

Likely interview topics

Based on the job description, expect questions about:

• How you manage a portfolio of enterprise accounts and prioritize competing customer needs.
• A time you ran follow-up after a customer call and ensured every action item was assigned and completed.
• How you would explain HiddenLayer's products (threat modeling, ML risk assessment training, red team assessments, AI/ML model scanning) to a non-technical customer.
• How you keep internal teams informed about account health and risks.
• Your approach to learning enough about AI/ML security to speak credibly with customers.

Common mistakes to avoid

• Do not send a generic cover letter that could apply to any customer success role. Mention HiddenLayer's specific products and market.
• Do not claim deep AI security expertise if you do not have it. Instead, show how you would learn the technical details.
• Do not focus only on customer happiness. The job description stresses organization, follow-up, and keeping internal teams informed, so highlight those skills.