Sr Technical Customer Success Manager

Responsibilities

• Fully own your book of business consisting of 12-18 accounts totaling $2-5M ARR.
• Build and nurture strong relationships to maximize value from products.
• Provide advanced product-level technical expertise, leading onboarding, complex deployments, and resolving intricate technical challenges.
• Build and act on account plans to advance customers through lifecycle stages from adoption to expansion.
• Thoroughly understand customers’ business needs, use cases, organizational structure, product usage, and risks.
• Organize and lead value-focused executive business reviews (EBR) at least once per year.
• Communicate frequently about new features, roadmaps, and expansion opportunities.
• Lead customer escalations and coordinate with internal teams for timely resolution.
• Aggregate customer product feedback, translate and prioritize features for product and engineering teams.

Requirements

• 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments.
• 5+ years of hands-on work in SQL or writing code, including custom API-based integrations.
• Domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent.
• Ability to quickly understand complex product and subject area questions, suggest technical solutions, and assess plans of action.
• Proactive account management skills with experience creating and executing Success Plans.
• Clear verbal and written communication skills, especially in asynchronous channels.
• Experience collaborating with Engineering, Product, Support, and Sales teams.
• Growth mindset comfortable in ambiguous, rapidly changing environments.

Nice-to-Haves

• Cybersecurity or identity management experience.