Senior Manager, Strategic Customer Success

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

📋 Description

• Lead the technical advisory team to enhance adoption, ensure value realization, and improve retention among the Vision One customer base

• Establish the vision and framework for Technical Advisors to achieve measurable outcomes for customers

• Collaborate with Enterprise Account Managers and Solutions Engineers in the field

• Oversee the deployment model, assignments, integration, accountability, coverage, and prioritization of Technical Advisors

• Define engagement schedules, role boundaries, escalation procedures, and coordination at the squad level with sales leadership

• Build, recruit, develop, mentor, and hold accountable a high-performing team of Technical Advisors

• Define and continuously enhance the strategy for driving adoption across the Vision One platform

• Utilize portfolio-level usage and consumption metrics to prioritize team investments

• Lead the 'Activate, Adopt, Integrate, Realize Value' journey and refine the associated playbook

• Identify systemic adoption challenges and transform them into targeted initiatives for the team

• Act as a senior technical escalation point for complex, high-risk, or high-value accounts

• Facilitate adoption and value discussions with customer executives

• Represent portfolio health and progress in internal business reviews

• Collaborate cross-functionally to eliminate structural barriers to adoption

• Serve as the voice of the customer to Product and Engineering leadership

• Influence the roadmap and prioritization based on field-level adoption data and business impact

• Manage reporting on adoption, consumption, retention, and expansion

• Develop and standardize playbooks, documentation, and best practices

• Drive renewal and retention by delivering consistent, demonstrable value

⛳️ Requirements

• 7+ years of technical experience in Customer Success, Technical Account Management, post-sales engineering, or cybersecurity consulting

• 3+ years of direct management or leadership of a customer-facing technical team

• Strong foundational knowledge in security operations, endpoint and cloud security, identity, networking, or related cybersecurity fields

• Proven track record of developing or scaling adoption methodologies, playbooks, or team processes

• Practical experience with SaaS security tools or cybersecurity platforms

• Capability to coach others through intricate technical and operational challenges

• Outstanding communication skills and executive presence with both technical and business stakeholders

• Industry certifications such as Security+, CISSP, AWS, Azure, or Kubernetes are advantageous

• Must have authorization to work in the U.S. without employment-based visa sponsorship, both presently and in the future

🏝️ Benefits

• Comprehensive health benefits and a robust paid time off package

• Pre-partum, maternity, parental, medical leave, and adoption assistance

• Mental Health Wellness Program & Annual Wellness Incentive

• 401(k) with company matching

• Pet Insurance

• Collaborative and innovative workplace culture

• Professional, respectful, and inclusive work environment

• Equal employment opportunity for all applicants and employees