Careers
Join Our Team!
Wizer Careers
We’re a small team making a real difference, and having fun doing it!
Location: Boston, MA (Hybrid)
Experience Level: 1-3 Years
Role Overview:
We're looking for a proactive, people-loving Customer Success Manager to join our Boston team.
In this role, you'll help new and existing customers get the most out of Wizer!
From onboarding and training to building success plans and leading BR's. If you are excited about helping customers succeed. growing relationships, and being part of a fast-paced cybersecurity startup, this is the place for you.
What you'll do:
- Lead Onboarding - Guide new customers through a smooth onboarding experience and set them up for a long-term success.
- Collaborate Internally - Work with Sales, Product, and support to advocate for customer needs and improve the overall experience.
- Build Success Plans - Partner with customers to understand their goals and create actionable, measurable success plans.
- Run Brs - Deliver engaging Business Reviews that highlight value, progress and opportunities.
- Drive Relationships & Renewals - Own customer relationships, identify risks early, and manage renewal conversations with confidence.
- Monitor Health & Engagement - Track adoption, customer health, and usage trends and jump in early when you see a need.
What We're Looking For:
- Organized, detail-oriented, and comfortable juggling multiple customers at once.
- 1-3 years of experience in a customer-facing role (CSM, account management, support, onboarding, etc.).
- You love working with people! Building relationships, solving problems, and helping others succeed.
- Strong communication skills and positive, can-do attitude.
- Eager to grow your skills and make meaningful impact in a growing startup.
- Bonus: Experience in SaaS, cybersecurity, or customer success tools.
What We're Looking For:
- A fun, mission-driven team that actually enjoys working together
- Real ownership and trust from day one
- Big growth opportunities as we scale
- A chance to shape the future of the customer experience at Wizer
The ideal fit is someone who loves people, thrives in building relationships, and is excited to grow with fast-paced startup!
Location: Boston, MA (Hybrid)
Experience Level: Entry level/Junior
About the RoleWe are looking for a Technical Support Specialist who is an excellent communicator, a strong problem-solver, and passionate about customer success. You’ll work closely with product, engineering, and customer success teams to help our clients integrate, adopt, and scale with our cybersecurity e-learning platform.
This role goes beyond basic troubleshooting, it’s about analyzing issues at a deeper technical level than Tier 1 support. Your job is to identify the root cause of problems, surface well-documented findings to engineering when needed, and often resolve issues independently by guiding customers with best practices or identifying user misconfigurations. By doing so, you’ll save engineers time and accelerate resolution, all while ensuring a smoother customer experience.
After an in-depth technical onboarding, you will support customers with integrating features like Phishing Simulation, SSO with provisioning, white-labeling (SMTP/DNS/domain), Office 365 email delivery, and API/Zapier integrations. You’ll also act as a technical voice for customers, providing product feedback and helping shape the roadmap.
Key Responsibilities:
- Investigate and resolve complex customer issues escalated from Level 1 support.
- Assist customers with: SSO integration and user provisioning, White-labeling setup (custom domains, SMTP configuration), Phishing Simulation setup and whitelisting (e.g., O365, Gmail), Email delivery and DNS configuration, API and Zapier integrations
- Identify root causes for issues related to email delivery, false simulation events, and user behavior.
- Maintain accurate and thorough case documentation in the support system.
- Join onboarding calls with the Customer Success team when advanced setup is required.
- Collaborate with Engineering and Product teams on bugs, escalations, and feature requests.
- Contribute to the improvement of documentation, FAQs, and internal knowledge base.
- Proactively identify trends in support requests and suggest product or process improvements.
Required Qualifications
- Proven experience as a Technical Support Engineer, preferably in a product-focused environment.
- Experience analyzing logs, HTTP headers, and API payloads.
- Familiarity with email protocols (SMTP, SPF, DKIM, DMARC).
- Clear and professional communication skills in English, both written and spoken.
- Creative problem-solving mindset and empathy for customers.
- Fast learner with the ability to self-manage and work cross-functionally.
- Experience using CRM/helpdesk systems (e.g., Zendesk, Freshdesk, HubSpot).
- Familiarity with AI tools
Nice to Have
- Experience with Active Directory and SAML-based SSO setups.
- Familiarity with DNS, domain management.
- Background in SaaS products or EdTech / cybersecurity tools.
- Experience with learning platforms (LMS) or phishing simulation tools.
- Basic query skills (e.g., Bash, Python, SQL).
- Exposure to cloud-based environments (GCP, AWS, or Azure).
