Senior Technical Customer Success Manager

Join Material Security as a Senior Technical Customer Success Manager. In this remote-first role, you will be the face of the company for our customers, driving successful product adoption and retention. You will fully own a book of business consisting of 12-18 accounts totaling $2-5M ARR, build strong relationships, provide advanced product-level technical expertise, and lead customer escalations. You will also aggregate customer product feedback and advocate for the customer with product and engineering teams.

• Assurer la satisfaction des clients en fournissant une expertise technique avancée sur les produits, en dirigeant l'intégration des clients et en résolvant les défis techniques complexes.
• Établir et entretenir des relations solides avec les clients, comprendre leurs besoins commerciaux et élaborer des plans d'action pour les aider à tirer le meilleur parti des produits.
• Gérer proactivement un portefeuille de clients, en identifiant les opportunités d'expansion et en coordonnant les ressources internes pour garantir une résolution rapide et efficace des problèmes.
• Material Security is looking for a Senior Technical Customer Success Manager (Sr. TCSM) who excels at creating fanatic customers for life
• Our product is complex and our customers are technical security team members. The ability to quickly understand product and subject area questions, suggest technical solutions, participate in open ended discussions, and assess a plan of action all helps build the trust of our customers
• Proven Track Record: 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments; cybersecurity or identity management experience is a big plus
• Clear Communication: Our customers trust us because we speak to them as peers, communicating plainly, clearly, succinctly, honestly, and at appropriate times. We do not use “word salads”, and we clearly communicate verbally and in writing, particularly in asynchronous channels
• Growth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality
• Expert Technical Acumen: 5+ years of hands-on work in SQL or writing code, including custom API-based integrations, and domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, required
• Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment
• Proactive Account Management: Have the ability to proactively manage your accounts. You know what a great Success Plan looks like and can utilize your Plans to drive successful outcomes. You’re proactive by nature and have the skills to drive both the ground-level tasks while also managing towards long-term strategy and growth