Sr Technical Customer Success Manager

📋 Description

• • As a Senior Technical Customer Success Manager at Material Security, you will be the face of the company for our customers, driving successful product adoption and retention while minimizing churn. You will own a book of business consisting of 12-18 accounts totaling $2-5M ARR, building and nurturing strong relationships to ensure customers get maximum value from our products.
• • Day to day, you will provide advanced product-level technical expertise, leading customer onboarding, complex deployments, and resolving intricate technical challenges. You will organize and lead value-focused executive business reviews (EBRs) at least once per year with each customer, communicate frequently about new features and roadmaps, and lead customer escalations by coordinating with internal teams for timely resolution.
• • You will be part of a constantly evolving Customer Success organization where you won’t just run a predefined playbook—you’ll help write it. You’ll work closely with Engineering, Product, Support, and Sales teams to improve customer experiences throughout their lifecycle and advocate for customer feedback to influence product and engineering priorities.
• • In this role, you can learn and achieve deep expertise in cybersecurity SaaS products, mature your strategic account management skills, and become a trusted advisor to technical security teams. Success means seeing your customers become vocal champions of our company and product while helping scale our Success program with quality in a remote-first, collaborative environment.