Senior Enterprise Customer Success Manager – Service Delivery Lead

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Serve as the primary authority on delivery, managing the entire post-sale customer experience from onboarding and intricate implementations to ongoing optimization and renewal.

• Advocate for customer value by assisting enterprise clients in integrating AI-driven security features directly into their operational workflows.

• Track service delivery metrics, customer health indicators, and product usage data to proactively address delivery obstacles and declines in engagement.

• Act as the strategic intermediary between the client and internal teams, including engineering, product management, technical support, and sales.

⛳️ Requirements

• Over 5 years of experience in roles such as Senior CSM, Service Delivery Lead, Technical Account Manager (TAM), or Program Manager within the enterprise cybersecurity or network security sectors.

• Demonstrated experience in managing complex service delivery projects for large enterprise accounts focused on AI products, data security, or advanced cloud infrastructures.

• Comprehensive operational knowledge of the enterprise AI ecosystem, automated business processes, and security protocols for Generative AI.

• Strong expertise in project/program governance, change management, and minimizing service delivery risks to ensure high client retention and account growth.

• Proven capability to convert technical architecture milestones into strategic, value-oriented business stories for corporate leadership.

• Outstanding verbal and written communication skills with a history of fostering deep, trust-based relationships with cross-functional technical teams and executive leaders (CISOs, CTOs).

• Proficient in utilizing enterprise customer success management platforms and data tools (such as Salesforce, Gainsight, Tableau, or JIRA) to facilitate data-driven account governance.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options