Sr Scaled Customer Success Manager

📋 Description

• • As a Senior Scaled Customer Success Manager at Material Security, you will serve as the primary point of contact for SMB and Mid-Market customers with under 2,500 seats, building lasting relationships and delivering exceptional service at scale to reinforce the company’s reputation for outstanding customer experience.
• • Day to day, you will own a book of 150-200 accounts totaling $2-5M ARR, support customers through lifecycle touchpoints using scaled processes, co-own self-serve onboarding with Product and Knowledge Management, drive proactive async touchpoints including feature updates, and identify expansion opportunities while advocating for scaled customers internally.
• • You will join a nascent, evolving Scaled CS team within a remote-first cybersecurity company that values innovation and collaboration, partnering closely with GTM and EPD teams to shape playbooks and improve customer journeys rather than simply executing predefined automation.
• • In this role, you will develop deep expertise in scaled customer success within a security SaaS environment, strengthen your technical and data-driven capabilities, and have the opportunity to help mature and scale the company’s Success program in a high-impact, ambiguous environment.