Founding Technical Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the post-sale lifecycle for every closed-won customer, encompassing onboarding, adoption, value realization, expansion, and renewal.

• Manage structured onboarding from the moment of contract signature to full activation: establish a collaborative success plan with defined milestones, oversee the remaining integrations and data connections, and set up alerting and escalation pathways.

• Be responsible for the customer health system: conduct regular reviews focusing on product engagement, outcome quality, integration health, AI adoption, and any open risks.

• Present Quarterly Business Reviews (QBRs) that highlight quantified impacts based on actual usage data and outcome reports.

• Implement a clear process for addressing customer requests and risks: transform customer inquiries into tracked internal tasks, assign them to the appropriate owner, monitor SLAs, and ensure closure with the customer.

• Promote the adoption of AI-native workflows for investigation, detection, and hunting purposes.

• Address live issues during customer calls and involve engineering with comprehensive context when necessary.

• Identify signals for expansion and collaborate with Account Executives on renewal and expansion efforts.

• Act as the voice of the customer, providing structured field insights into the product roadmap and delivering quality feedback to the teams responsible for building and refining detections.

• Develop the Customer Success (CS) playbook that future CS hires will utilize for onboarding.

⛳️ Requirements

• A minimum of 5 years of experience in a Customer Success Manager, Technical Account Manager, or post-sales Solutions role within B2B cybersecurity or technical enterprise SaaS.

• A genuine understanding of AI, daily use of LLM tools, and the ability to explain agentic workflows to skeptical SOC analysts.

• Proficient in the security domain: capable of engaging confidently with SOC managers, detection engineers, and CISOs regarding SIEM, EDR/XDR, SOAR, identity, and cloud technologies.

• Comfortable working with data: able to analyze dashboards, scrutinize usage and detection metrics, and translate them into a compelling value narrative.

• Demonstrated success in owning renewals and expansions within complex, multi-stakeholder accounts.

• Strong project management skills, capable of handling multiple onboarding processes and escalations simultaneously.

• Excellent written communication skills, capable of producing weekly customer updates, executive summaries, and EBR narratives that stand independently.

• Ready for the startup environment: adept at creating processes where none exist and comfortable being the first and sole representative in your function.

🏝️ Benefits

• Health insurance

• Top-of-market equity component