Sr Technical Customer Success Manager
About The Position
Material Security is looking for a Senior Technical Customer Success Manager (Sr. TCSM) who excels at creating fanatic customers for life. Our customer experience is a competitive advantage and this role is key to defending that advantage. You will be the face of our company for our customers. You will work closely with our customers to drive successful product adoption and retention, and minimize churn. You’ll become an integral part of our CS organization that is constantly evolving - you won’t just run a predefined playbook, you’ll help write it. Success in this role is seeing your customers become vocal champions of our company and product, along with helping mature our Customer Success organization.
Requirements
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Responsibilities
- Fully own your book of business which will consist of 12-18 accounts totaling $2-5M ARR.
- Build and nurture strong relationships within your book to help your accounts get as much value out of our products as possible.
- Provide advanced product-level technical expertise, leading customer onboarding, complex deployments and resolving intricate technical challenges
- Build and act on account plans that move the customers forward through each lifecycle stage from adoption through to expansion.
- Thoroughly understand our customers’ business needs, use case, organizational structure, profile, product usage, and risks.
- Organize and lead value-focused executive business reviews (EBR) at least once per year with each customer.
- Communicate frequently with customers about new features and roadmaps, and find opportunities for expansion.
- Lead customer escalations, and coordinate with internal teams and resources to ensure timely and effective resolution.
- Aggregate customer product feedback, translate, and prioritize new features for product and engineering teams, advocating for the customer when needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
