Senior Technical Customer Success Manager, US East Coast

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

📋 Description

• Oversee the onboarding process for new customers, ensuring a seamless setup and customized implementation.

• Work closely with Product and Engineering teams during the onboarding and implementation phases.

• Serve as the primary technical contact for customers throughout their account journey.

• Handle escalations, monitor user adoption, and enhance customer value.

• Keep a thorough understanding of product features and updates.

• Develop and maintain customer relationships through regular check-ins and business reviews.

• Recognize opportunities for upselling and cross-selling.

• Provide technical training, conduct workshops, and create documentation.

• Encourage user self-sufficiency and promote product knowledge.

• Collaborate with Sales during the renewal process.

• Partner with Product and Engineering to facilitate renewals and gather customer feedback.

• Leverage analytics to track health metrics and usage patterns.

• Offer data-driven insights to enhance customer outcomes.

• Organize resources to address technical escalations and fulfill customer expectations.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Account Management, or a similar client-facing technical role.

• Familiarity with a SaaS or startup environment.

• Experience working with a technical product.

• Native-level English proficiency or near-native fluency.

• Background in Cyber Security.

• Demonstrated success in managing and renewing a portfolio of strategic accounts in collaboration with Sales.

• Proven ability to cultivate strong customer relationships while driving adoption and realization of value.

• Strong technical skills with the capability to articulate complex concepts to both technical and non-technical audiences.

• Experience in managing escalations and addressing high-priority issues.

• Proficient in customer success platforms such as Zendesk, Intercom, or Gainsight.

• Skilled in using CRM tools like Salesforce.

• Familiarity with collaboration tools such as JIRA or Monday.com.

• Exceptional communication, presentation, and problem-solving abilities.

• Data-driven mindset in decision-making processes.

• Strong organizational skills with the capacity to handle multiple priorities and deadlines.

• Bachelor’s Degree (or equivalent work experience) in Business, Economics, Information Technology, Engineering, or a related technical field.

• Preferred: advanced knowledge of Network Security, particularly browser security.

• Preferred: understanding of APIs, system integrations, and data analytics tools.

🏝️ Benefits

• Impact: Contribute significantly to customer success and ensure our solutions provide meaningful benefits to clients’ businesses.

• Opportunities for ongoing learning and career advancement in both technical and customer success domains.

• A dynamic, inclusive team culture that emphasizes collaboration, innovation, and exceptional customer experiences.

• Remote work arrangement available for the East Coast, with the posting tagged as 'Remote East Coast LayerX Hybrid.'