Sr. Technical Customer Success Manager

Job Description

Material Security is looking for a Senior Technical Customer Success Manager (Sr. 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 customers. You will work closely with our customers to drive successful product adoption, expansion and retention. You’ll become an integral part of our CS organization that is constantly evolving - you won’t just run a predefined playbook, you’ll help write it. Success in this role is seeing your customers become vocal champions of our company and product, along with helping mature our Customer Success organization.

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 - providing expert guidance, best practices, and solutions.
• 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.

What We’re Looking For

• Proven Track Record: 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.
• Expert Technical Acumen: 5+ years of domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, and hands-on work in SQL or writing code, including custom API-based integrations required.Our product is complex and our customers are technical security team members. The ability to quickly understand product and subject area questions, suggest technical solutions, participate in open ended discussions, and assess a plan of action are essential to succeed in this role.
• Proactive Account Management: You know what a great Success Plan looks like and can utilize your Plans to drive successful outcomes. You provide value at every step, and execute strategy without oversight. You’re proactive by nature and have the skills to drive both the ground-level tasks while also managing towards long-term strategy and growth. You track milestones and tasks clearly, and surface wins and risks upwards.
• Clear Communication: Our customers trust us because we speak to them as peers, communicating plainly, clearly, succinctly, honestly, and at appropriate times. We do not use “word salads”, and we clearly communicate verbally and in writing, particularly in asynchronous channels.
• Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment.
• Growth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality. You’re excited by diving into new technology and you like tinkering with tools.

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Material Security is a remote-first workplace with an office in San Francisco, California.

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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected base compensation range for this position is $155,000-$165,000 annually, with opportunity to earn more.

Equal Opportunity Employer Statement

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, genetic information, or any other legally protected status. All employment decisions are based on qualifications, merit, and business needs.