Senior Technical Customer Success Manager - Remote

Overview

Material Security is looking for a Senior Technical Customer Success Manager (TCSM) who excels at creating fanatic customers for life. Our customer experience is a competitive advantage and this role is key to defending that advantage. You will be the face of our company for our customer and collaborate with almost every team at the company: Sales, Solutions, Product Support, and the rest of EPD to ensure customers have the best experiences possible. You will work closely with our customers to drive product adoption and retention, and minimize churn. Success in this role is seeing your customers become vocal champions of our company and product, along with helping mature our Customer Success organization. Our TCSMs are product experts, technical advisors, and customer advocates, and are an integral part of our continued growth.

In Short

• Build and nurture strong relationships with customers.
• Provide advanced product-level technical expertise.
• Build and act on account plans for customer maturity.
• Understand customers’ business needs and risks.
• Lead value-focused executive business reviews.
• Communicate frequently about new features and roadmaps.
• Lead customer escalations and coordinate internal resources.
• Aggregate customer product feedback for product teams.

Requirements

• 5+ years in a customer-facing post-sales or implementation role in SaaS.
• Technical acumen in product and subject area questions.
• Familiarity with SQL, Chrome developer tools, and APIs.
• Knowledge relevant to cybersecurity and identity management.
• Customer empathy and commitment to addressing challenges.
• Clear communication skills in verbal and written forms.
• Experience collaborating with Engineering, Product, Support, and Sales teams.
• Growth mindset to thrive in ambiguous environments.

Benefits

• Remote-first workplace.
• Competitive salary range.
• Diverse and inclusive environment.
• Opportunity to grow within the Customer Success organization.