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

📋 Description

• Assist customers during the onboarding process and promote the adoption of Managed Detection and Response services.

• Establish and nurture trusted-advisor relationships with customer stakeholders and executive sponsors.

• Act as the primary point of contact for customer support and collaborate with engineering teams to resolve issues.

• Convey information about service offerings, updates, and events while collecting customer feedback.

• Represent customer interests internally to impact product development and service enhancements.

• Oversee and report on customer satisfaction (CSAT), renewal rates, customer engagement, and additional performance metrics.

• Recognize customer-success risks and work with account teams on mitigation strategies, escalating when necessary.

⛳️ Requirements

• A minimum of 4 years of experience in a customer-facing technical role, such as customer success, consulting, or post-sales technical account management.

• Proven experience in managing technical escalations, balancing customer expectations, and negotiating successful outcomes.

• Familiarity with tracking and enhancing metrics like CSAT, adoption, and renewal rates.

• Exceptional communication and interpersonal abilities.

• Preferred: direct experience in the cybersecurity industry, specifically with Managed Detection and Response (MDR) or Threat Hunting services.

• Preferred: strong consulting and project management skills, capable of advising senior security leaders.

• Preferred: experience in developing and implementing customer engagement programs and playbooks.

• Preferred: a collaborative, customer-centric approach with high personal integrity and accountability.

• Must not require immigration sponsorship; the employer will not sponsor work visas for this position.

🏝️ Benefits

• Restricted stock units may be included.

• Bonus opportunities may be available.

• Reasonable accommodations for qualified individuals with disabilities or special needs will be provided.