Sr. Technical Customer Success Manager
About The Position
Material Security is seeking a Senior Technical Customer Success Manager to create lasting customer relationships and help make customer experience a competitive advantage. The role serves as a primary company contact for customers and drives successful product adoption, expansion, and retention. The person in this role will help shape the evolving Customer Success organization and its practices. Success includes developing customers into vocal advocates for the company and its product while helping mature the Customer Success organization. The role owns a portfolio of 12–18 accounts totaling $2–5 million in ARR. It provides advanced technical product expertise for onboarding, complex deployments, and technical challenges; guides customers through lifecycle stages; and works with internal teams to resolve escalations and convey customer feedback. Material Security is a remote-first workplace with an office in San Francisco, California.
Requirements
- At least 5 years of experience in a customer-facing post-sales or implementation role in SaaS environments.
- At least 5 years of domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent.
- Hands-on experience with SQL or writing code, including custom API-based integrations.
- Ability to quickly understand product and subject-area questions, suggest technical solutions, participate in open-ended discussions, and assess a plan of action.
- Ability to create and use Success Plans to drive customer outcomes and execute strategy without oversight.
- Proactive account management skills, including managing ground-level tasks alongside long-term strategy and growth, tracking milestones and tasks, and surfacing wins and risks.
- Clear, concise, honest verbal and written communication, including in asynchronous channels.
- Experience collaborating with Engineering, Product, Support, and Sales teams to improve the customer lifecycle.
- Ability to work in ambiguous, rapidly changing environments, operate with limited guidance, and help mature and scale a Success program.
- Interest and aptitude for learning new technology and tinkering with tools.
Nice To Haves
- Cybersecurity or identity management experience.
Responsibilities
- Own a book of business consisting of 12–18 accounts totaling $2–5 million ARR.
- Build and nurture customer relationships to help accounts maximize value from Material Security products.
- Provide advanced product-level technical expertise, lead customer onboarding and complex deployments, and resolve intricate technical challenges.
- Create and execute account plans that move customers through lifecycle stages from adoption to expansion.
- Understand customers’ business needs, use cases, organizational structures, profiles, product usage, and risks, and provide expert guidance, best practices, and solutions.
- Organize and lead value-focused executive business reviews at least once per year with each customer.
- Communicate with customers about new features and roadmaps, and identify expansion opportunities.
- Lead customer escalations and coordinate internal teams and resources to achieve timely, effective resolution.
- Aggregate customer product feedback, translate and prioritize feature requests for Product and Engineering, and advocate for customers when needed.
- Help mature and scale the Customer Success organization and program.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
