Note: The job is a remote job and is open to candidates in USA. Material Security is looking for a Senior Technical Customer Success Manager (Sr. TCSM) who excels at creating fanatic customers for life. This role is key to defending the company's competitive advantage by driving successful product adoption and retention while minimizing churn.
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
Skills
- 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
- 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
- Ability to proactively manage your accounts
- Ability to drive successful outcomes using Success Plans
- Clear communication skills, both verbally and in writing
- Experience working closely with Engineering, Product, Support, and Sales teams
- Ability to work well in ambiguous and rapidly changing environments
- Attitude and aptitude for figuring out how to get the job done without a lot of guidance
- Excitement about the opportunity to help mature & scale the Success program with quality
Company Overview