Enterprise Customer Success Manager - West Coast

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation. By unifying Digital Risk Protection and Human Risk Management, Doppel connects threats into a real-time intelligence graph to power faster disruption, smarter defense, and modern security awareness at scale.

Backed by leading investors including Andreessen Horowitz and Bessemer Venture Partners, and trusted by leading enterprises, Doppel is a rapidly growing Series C startup building the future of social engineering defense. Our team combines deep cybersecurity expertise, operational rigor, and startup velocity to solve some of the internet’s most urgent trust and safety challenges.

The Role

As an Enterprise CSM at Doppel, you’ll own and grow strategic relationships with our largest customers—ensuring they realize exceptional value from the Doppel Threat Graph and Social Engineering Defense platform. You will act as a trusted advisor and internal advocate for your customers, proactively identifying opportunities for expansion, mitigating risk, and driving renewals.

This role requires a strategic thinker who is equally comfortable diving into the details of customer operations, data, and product feedback. You’ll collaborate closely with Sales, Product, and Operations to deliver a seamless, high-impact customer experience.

Responsibilities

Customer Strategy & Advocacy

• Develop a deep understanding of each customer’s organization, objectives, and operational challenges.
• Serve as a strategic partner and trusted advisor to senior stakeholders across Trust & Safety, Fraud, Security, and Brand Protection.
• Champion the customer’s voice internally to influence product roadmap and service delivery.

Onboarding & Enablement

• Design and execute tailored onboarding programs to drive adoption and early success.
• Train and empower customer teams to maximize value from Doppel’s platform and threat intelligence capabilities.

Engagement & Retention

• Build strong, multi-threaded relationships across customer organizations—from analysts to executives.
• Proactively monitor platform usage and health indicators to identify risk and ensure consistent engagement.
• Lead Quarterly Business Reviews (QBRs) highlighting ROI, outcomes, and partnership growth opportunities.

Growth & Expansion

• Partner with Sales to identify and pursue upsell, cross-sell, and renewal opportunities.
• Understand evolving customer needs and align Doppel’s solutions to their strategic priorities.

Collaboration & Feedback Loop

• Act as the customer’s advocate in shaping Doppel’s product and operational roadmap.
• Work cross-functionally with Product, Engineering, Marketing, and Threat Ops to deliver high-value outcomes.

Qualifications

• Education: Bachelor’s degree required.
• Experience: 3–5+ years of experience in Customer Success, Account Management, or equivalent roles—ideally within Cybersecurity, SaaS, or Threat Intelligence.
• Technical Acumen: Understanding of LLMs, social engineering threats, and platform abuse detection is a plus (training provided).
• Leadership & Ownership: Demonstrated ability to take full ownership of customer relationships and drive outcomes.