Technical Customer Success Manager

Aembit • Silver Spring, MD

7d

About The Position

Aembit is building the future of identity and access management – not for people, but for the code they write. We help security and DevOps teams manage non-human identities: the AI agents, services, scripts, containers, and automations that power today’s infrastructure. With Aembit, companies can govern access without disrupting developers or slowing things down. Founded by industry veterans with successful exits and decades of experience in security and infrastructure, Aembit has been recognized as a 2024 RSAC Innovation Sandbox Finalist and a Gartner Cool Vendor. We’re backed by top-tier investors, top cybersecurity companies like Okta and CrowdStrike and trusted by security-forward teams who want to make access invisible, secure, and scalable. Aembit needs a first dedicated Customer Success hire to own onboarding and adoption so customers hit first value fast (30–45 days for the first use case), stay satisfied, and are positioned for expansion.

Requirements

• 3–5 years in Technical Customer Success, TAM, Solutions Engineering, or DevOps supporting enterprise customers.
• Strong execution and follow-through; clear written communication (status, meeting notes, docs).
• Comfort with cloud + enterprise infrastructure (Kubernetes/AWS/VMware; CI/CD like GitLab); ability to review configs and guide integrations.
• Builder mindset: you can create process from scratch and iterate quickly.

Responsibilities

• Develop strong working relationships with customers - both the technical implementers and decision makers.
• Lead onboarding and adoption: kickoff, success plan, weekly execution rhythm, proactive follow-up, unblock progress, hit 30–45 day time-to-value.
• Provide technical guidance in documented scenarios: config reviews and integration setup across Kubernetes, AWS, VMware, GitLab, and hybrid/on-prem environments.
• Run QBRs for strategic customers (top 10): outcomes, risks, roadmap alignment, and next use cases.
• Partner with Sales on expansion: identify and scope follow-on use cases; provide technical and outcome context (Sales runs the commercial process).
• Improve what scales: onboarding playbooks, templates, and knowledge base coverage; reduce repeat issues by documenting patterns and corner cases.
• Partner with support to manage escalations cleanly: gather context and facilitate and manage expectations with the customer. Develop a process for managing and communicating with internal stakeholders during escalations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed