Technical Customer Success Manager (Founding Role)

Ocean Security

20d•Remote

About The Position

Ocean Security is seeking a pioneering Technical Customer Success Manager to be the first in this role for their US operations. This position is for a founding member of the US Customer Success function, reporting directly to the VP of Sales. The role involves being the primary technical trusted advisor for US enterprise clients, helping them maximize the value of Ocean Security's Agentic Email Security Platform. This is a hands-on role with the potential to transition into a Team Lead/Management position as the company grows. The ideal candidate will have experience with AI technologies and a strong understanding of how to leverage AI for product development and operational efficiency. The role is remote and based on the US East Coast.

Requirements

Minimum of 5+ years of experience in a Technical Customer Success, Solutions Architecture, or Sales Engineering (with a technical background) role within the Cybersecurity sector.
Practical experience actively working with modern AI technologies.
Strong understanding of how to leverage AI to optimize development workflows, automate processes, and scale operations intelligently.
Proven track record working in fast-paced startup environments.
Comfortable with ambiguity and have the grit to build structures where none exist.
A true "First-In" mentality—highly independent, self-motivated, and capable of executing both high-level strategy and day-to-day tactical tasks.
Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts (such as AI threat investigation and email protocols) to both C-level executives and technical practitioners.
Must be based on the US East Coast and comfortable managing a fully remote workspace while supporting clients across various US time zones.

Nice To Haves

Experience in email security or AI-driven security products is a major advantage.

Responsibilities

Architect, design, and implement the entire Technical Customer Success strategy, operational workflows, and playbooks for the US market.
Architect and integrate the Customer Success tech stack, heavily leveraging advanced AI technologies to build smarter, automated internal workflows and optimize product feedback loops.
Act as the primary technical point of contact for US clients, ensuring seamless integration, optimal deployment of our AI agents, and long-term technical value.
Act as a bridge between US enterprise clients and our R&D teams, understanding how to leverage AI telemetry to help build a smarter, more advanced product.
Proactively monitor customer health, manage technical escalations regarding complex email threats, and collaborate with Product and Engineering teams to align our roadmap with client needs.
Establish KPIs and benchmarks to eventually hire, mentor, and lead a high-performing team of Technical CS professionals as the region scales.