Technical Customer Success Manager (South Korea)

📋 Description

• • At XBOW Systems Inc., we are at the forefront of revolutionizing cybersecurity with the world's first autonomous pentester, powered by cutting-edge AI. In an era where artificial intelligence is rapidly transforming both cyber threats and defenses, human penetration testers, while the current gold standard, are struggling to keep pace with the escalating demand. XBOW is stepping in to bridge this gap, leveraging AI to scale offensive security capabilities and empower security teams to proactively defend against sophisticated attacks.
• • Our mission is to preemptively neutralize malicious actors by harnessing AI to fundamentally transform how we approach offensive security. We are building a critical solution to combat the growing threat landscape, where millions of individuals without deep security expertise are creating software, while adversaries are increasingly utilizing AI to launch more potent and widespread attacks. XBOW equips security professionals with AI-driven superpowers, ensuring they remain vigilant and one step ahead of emerging threats.
• • Backed by prominent investors like Sequoia Capital and Altimeter, and comprised of a team that includes the very minds behind groundbreaking innovations such as GitHub Copilot and GitHub Advanced Security, XBOW is not merely adapting to the evolving technological landscape; we are actively shaping its future. We are committed to building something essential, and we have assembled the ideal team to achieve this ambitious goal. Join us as we pioneer the next frontier of autonomous security and redefine the standards of cyber defense.
• • As a Technical Customer Success Manager (South Korea), you will play a pivotal role in our founding Customer Success team, contributing significantly to the scaling of our diverse and rapidly growing customer base. Your primary objective will be to ensure an exceptionally smooth, reliable, and positive experience for our customers throughout their entire journey with XBOW. This involves providing proactive support and stepping in with precisely the right level of assistance whenever necessary, ensuring no customer feels overlooked or unsupported.
• • You will assume comprehensive ownership of the post-sale customer lifecycle, managing a high volume of accounts with exceptional efficiency, meticulous structure, and genuine care. Your responsibilities will span guiding users through their experience with our platform, adeptly troubleshooting complex product-related inquiries, and proactively identifying and surfacing systemic blockers that impede customer success or product adoption. Through these efforts, you will be instrumental in driving continuous improvement across our tools, workflows, and ultimately, our customers' outcomes.
• • This role uniquely blends deep customer-facing empathy with the strategic mindset of a Technical Program Manager. While you will not be directly involved in coding, a strong understanding of where processes, automation, and product experience can be optimized to enhance the customer journey is essential. Furthermore, you will be instrumental in defining and establishing what scaled customer success looks like at XBOW, laying the groundwork for future growth and operational excellence.
• • Key responsibilities include serving as the primary point of contact for a substantial and expanding portfolio of customers, ensuring end-to-end ownership of their experience across hundreds of accounts, and guaranteeing that no critical issue falls through the cracks. You will deliver a high-touch, personalized experience when required, acting as a dedicated problem solver. This involves conducting independent analysis and thorough triage of issues before escalating them to our internal engineering and support teams, ensuring that escalations are well-informed and actionable.
• • You will develop and own highly repeatable workflows designed to scale self-service onboarding and facilitate product-led expansion. This requires close collaboration with both the product and sales teams to ensure alignment on strategy, execution, and customer enablement. You will function as an external-facing technical program manager, adept at identifying process gaps, advocating for necessary fixes, and recognizing opportunities for automation, even without direct coding responsibilities.
• • Critically, you will represent the voice of the customer internally, championing their needs and feedback to drive product adoption and foster continuous improvement across the organization. You will advocate for product and process enhancements that effectively reduce friction, automate key touchpoints, and significantly improve customer outcomes. You will navigate customer inquiries with confidence, escalating complex technical questions appropriately, even without possessing deep, specialized domain knowledge in every area.
• • We are seeking individuals who are deeply customer-obsessed and exceptionally detail-oriented, taking full ownership of outcomes and ensuring no issues are ever overlooked. You must be a strong communicator, possessing the confidence to guide, reassure, and escalate effectively when necessary. The ability to comfortably manage a high volume of customer interactions while seamlessly context-switching between diverse priorities is crucial. You should be curious and resourceful, capable of engaging in technical product conversations without requiring extensive prior domain expertise. A process-minded and operationally strong approach is vital, enabling you to identify opportunities for systematization based on hands-on experience. Finally, you must thrive in ambiguous, early-stage environments where you can actively contribute to building scalable processes and innovative solutions from the ground up.
• • Your role will be pivotal in shaping the future of customer success at XBOW, ensuring our clients achieve maximum value from our AI-driven cybersecurity solutions and contributing to our mission of making the digital world safer.