Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.
Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, and Homeland Security Award for Best Identity Access Management platform for its agentless secure authentication and zero-trust platform by Astors.
The Customer Success Operations Specialist will be a critical interface between the Customer Success (CS) and the Product team, ensuring seamless communication and collaboration. This role will manage key processes such as Early Adopter (EA) programs, feature requests, and feedback loops between CS and Product. The individual will work to ensure that the CS team has the tools and insights needed to deliver an exceptional customer experience and that product developments align with customer needs.
Responsibilities
- Interface between CS and Product: Serve as the primary point of contact between the Customer Success and Product teams to communicate customer feedback, feature requests, and product updates
- Manage Early Adopter (EA) Programs: Coordinate EA programs by selecting customers, gathering feedback, and ensuring Product has the necessary insights to drive successful launches.
- Feedback Loop Management: Organize and streamline the feedback loop process, ensuring customer insights are effectively shared with Product and tracking the status of feature requests.
- CS - Product Communication: Ensure that the Customer Success team is informed of product roadmap changes, feature releases, and bug fixes, enabling them to support customers proactively.
- Process Improvement: Identify areas for process improvement in CS / Product collaboration and implement efficient solutions that enhance cross-functional communication.
- Data and Insights Coordination: Work with data teams to gather relevant insights on customer usage and trends to inform product decisions and Customer Success strategies.
- Documentation & Reporting: Maintain clear documentation of CS / Product processes and regularly report on the status of key initiatives to both teams.
Requirements
- 3+ years in a coordination or operational role, ideally within Customer Success, Product Management, or a related field
- Strong organizational skills with the ability to manage multiple priorities, track processes, and ensure timely execution
- Ability to quickly identify challenges in CS / Product collaboration and develop efficient solutions
- Proven track record of cross-functional collaboration and strong relationships across teams
- Excellent verbal and written communication skills, with the ability to distill complex product updates into actionable insights for the CS team
- Familiarity with Customer Success platforms (e.g., Planhat, Gainsight) and experience working with product management tools (e.g., Jira, Confluence) is a plus.
- General knowledge of cybersecurity/identity is a plus
- Knowledge of product lifecycle and release management is a plus
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Silverfort Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Silverfort and has not been reviewed or approved by Silverfort.
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Leave & Time Off Breadth — Generous time off spans paid holidays, wellness days, bereavement leave, and paid sick time from day one, with a flexible time off policy and quarterly companywide recharge days creating extended long weekends.
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Healthcare Strength — Comprehensive healthcare includes medical, dental, and vision coverage, alongside FSA, life and disability insurance, and pet insurance. Wellness support is reinforced with programs, fitness stipends, and a monthly reimbursement for personal care and wellness.
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Equity Value & Accessibility — Company equity is offered via stock options to all permanent employees, augmenting total rewards beyond base pay. Performance bonuses and a home-office stipend further strengthen the financial package.
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What We Do
Fueled by a belief that identity professionals deserve better, we found a way to break down the silos of identity security—eliminating the gaps and blind spots left behind by a patchwork of point solutions. The Silverfort Identity Security Platform is the first to deliver end-to-end identity security, protecting every identity in the cloud, on-prem, humans, machines, and everything in between. Our patented technology—Runtime Access Protection (RAP)—natively integrates with the entire IAM infrastructure, giving businesses visibility into all identities, analyzing every access, and extending active protection to resources that could not be protected previously—including NHIs, legacy systems, command line tools, and IT/OT infrastructure. It is easy to deploy and use, and doesn’t disrupt business operations, resulting in better security outcomes with less work. Silverfort is the identity security platform that both identity and security professionals deserve, earning the trust of more than 1,000 leading organizations, including several Fortune 50 companies.
Why Work With Us
We believe that our high retention rates stem from our employees’ confidence in their ability to develop and progress within the company. We prioritize a supportive and encouraging environment that fosters a positive people culture, enhancing employee satisfaction, engagement, and their desire to stay and grow with us.
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