Technical Customer Success Manager (AMER)

XBOW

5h • Remote

About The Position

We’re looking for a technical-minded Customer Success Manager to join our founding Customer Success team and help scale a growing and diverse customer base. Your mission: ensure a smooth, reliable experience across the customer journey—while stepping in with just the right level of support as needed.
You’ll be a super-owner of the post-sale lifecycle: supporting a high volume of customers with efficiency, structure, and care. Whether guiding user experiences, troubleshooting product questions, or surfacing systemic blockers, you’ll drive continuous improvement across tools, workflows, and customer outcomes.
This role blends customer-facing empathy with a TPM’s mindset—you won’t write code, but you’ll need to understand where processes, automation, and product experience can improve the journey. You’ll also help define what scaled success looks like at XBOW.

Requirements

• Experience in a technical customer-facing role at a SaaS or cybersecurity startup
• Familiarity with application security or developer tools
• Background in technical program management or scaled customer success
• Ability to perform product demos and customer training sessions
• Experience with automation, support tooling, or scaled outreach

Responsibilities

• Serve as the primary point of contact and for a large and growing portfolio of customers
• Own the end-to-end customer experience across hundreds of accounts; nothing falls through the cracks
• Deliver a high-touch experience when needed by acting as a problem solver—conduct independent analysis and triage before escalating to internal teams
• Develop and own repeatable workflows to scale self-service–led entry with product-led expansion
• Collaborate closely with both product and sales teams to align on strategy and execution
• Act as an external-facing technical program manager—identify process gaps, advocate for fixes, and recognize when automation is needed, even without writing code
• Represent the voice of the customer internally to drive adoption and continuous improvement
• Advocate for product and process changes that reduce friction, automate touchpoints, and improve outcomes
• Navigate product questions with confidence, escalating appropriately even without deep domain knowledge

Benefits

• Compensation & Equity: Competitive salary and a meaningful equity package—you’ll be a true owner in what we’re building
• Customer Impact: Help hundreds of customers succeed with AI-driven security at scale
• Career Growth: Shape how we deliver customer success in a high-volume, high-leverage environment.
• Mission-Driven Team: Join a company that’s not just following the AI wave—we’re defining what the future of security looks like

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees