Implementation Associate

About AdaptiveAdaptive is a rapidly growing cybersecurity company founded by Brian Long and Andrew Jones. Founders of two previous successful ventures like TapCommerce (acquired by Twitter) and Attentive (Forbes Cloud Top 10 and ranked as the third fastest-growing tech company in the U.S. by Deloitte), Brian and Andrew have a track record of creating over $7B in startup value. They founded Adaptive to help businesses defend against the rapidly evolving cyber threats posed by generative AI.Adaptive has two flagship products, Adaptive Phishing and Adaptive Training. Our Phishing platform is used to simulate AI-driven attacks across email, SMS, chat, and voice to identify vulnerabilities. Adaptive Training delivers personalized and engaging content on emerging threats like deepfakes and smishing. Trusted by leading banks, tech companies, and healthcare organizations, Adaptive's mission is to protect people and businesses from AI-powered cyberattacks by staying ahead of attackers with innovative solutions and global reach.RoleWe are hiring our first Implementation Associate. This is a foundational role with the autonomy to define and shape our customer onboarding and support processes from the ground up. You will be the face of the business to our clients, owning all aspects of onboarding and support as we grow this team. You will partner directly with leadership and Engineering, ensuring customers see immediate and lasting value from our product. This is an opportunity to make a significant impact, influence how we scale, and grow your career alongside a fast-moving, well-funded startup.ResponsibilitiesOwn all aspects of customer implementation, onboarding, and support.Conduct kick-off calls with new customers to ensure a successful setup.Actively troubleshoot customer-reported issues and ensure timely resolution.Monitor support channels and respond efficiently to customer inquiries.Collaborate with Engineering to escalate and resolve incidents as needed.Partner with internal teams to improve customer experience, tools, and processes.Act as the voice of the customer, providing product feedback and identifying gaps.Ensure customer satisfaction by resolving technical and operational challenges.Qualifications1-3 years of experience in a Customer Success, Implementation, Client Support or similar role at a SaaS company with Strong troubleshooting and problem-solving skills.Excellent written and verbal communication skills with a customer-first mindset.Ability to multitask, prioritize, and thrive in a fast-paced startup environment.Experience working with cross functional teams to identify solutions to technical problems and quickly remediate for clients. Familiarity with cybersecurity, email deliverability (SMTP, SPF, DKIM, DMARC), or integrating software with Microsoft products (Microsoft 365, Exchange, Outlook) is a plus, but not required.What We OfferAn opportunity to work on a challenging product that will impact millions of peopleA culture that promotes continuous learning and growth, with access to resources and mentorship to advance your skills and career.A supportive, inclusive environment where every team member's contribution is valued.Compensation & BenefitsCompetitive compensation and a fantastic office atmosphere.Premium healthcare and wellness benefits.EnvironmentThis role is located in New York City, and requires the candidate to work from our office in New York City five days a week.If you are eager to apply your skills in a dynamic, collaborative environment, and are passionate about building systems that are both powerful and accessible, we would love to hear from you.

Created: 2025-01-22