Technical Success Architect

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

📋 Description

• Take ownership of a specified, high-ARR portfolio, fostering adoption, retention, growth, customer satisfaction, and multi-threaded stakeholder relations.

• Coordinate internal teams and engage with executive, technical, and business stakeholders to convert customer objectives into actionable value narratives.

• Establish executive relationships, conduct structured business reviews, analyze adoption and usage patterns, quantify value, pinpoint gaps, and promote commercial recommendations and growth opportunities.

• Develop and oversee account plans throughout the customer journey and manage multi-stakeholder enablement and success initiatives.

• Guide the implementation of rollout plans, security policies, integrated SDLC processes, AppSec, and onboarding for development teams, as well as consultation calls and enablement sessions.

• Instruct and assist customers in utilizing the Endor Labs Platform.

• Recognize, document, escalate, and address technical, organizational, and relational risks.

• Facilitate inquiries, issues, and escalations with Support, Product Management, Sales, Professional Services, and other departments.

• Offer consulting services on AppSec strategy, prioritization, and program maturity.

• Remain updated on platform and product releases while educating customers on new features and functionalities.

• Gather customer feedback, relay requests to Product Management and Engineering, and communicate account health to management and internal stakeholders.

• Collaborate with Sales on account strategy and growth opportunities.

• Prioritize effectively and share best practices with colleagues.

⛳️ Requirements

• 8+ years of experience in customer success, account management, or consulting roles handling enterprise, high-ARR accounts, preferably in B2B SaaS or security sectors.

• A solid technical background and comfort in discussing application security, software supply chain, CI/CD, and contemporary engineering practices.

• Proven ability to build trust and influence at the VP/C-level, conduct business reviews, and navigate complex multi-stakeholder organizations.

• Experience in creating account plans, coordinating multi-workstream initiatives, applying project management principles, managing competing priorities, and minimizing account risks.

• Capability to analyze adoption and usage data, quantify delivered value, and generate commercial recommendations.

• Strategic consultative skills to evaluate security program maturity and guide customers towards achieving desired outcomes.

• Proficiency in translating technical specifics into business language and aligning business priorities with technical direction.

• Comfortable utilizing AI agents and tools such as Claude for account research, meeting preparation, and enhancing workflow efficiency.

🏝️ Benefits

• Equal Opportunity Employer

• Inclusive environment for all employees

• Diverse perspectives and experiences encouraged