Technical Success Manager

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

📋 Description

• Foster trusted relationships with customer security and IT teams.

• Develop technical success plans to enhance platform adoption, mitigate risks, and provide measurable value.

• Identify high-impact use cases for daily security operations.

• Track product usage, engagement, and health indicators to pinpoint adoption gaps, underutilization, and retention risks.

• Assist customers from deployment to active usage, expediting Time-to-Value and minimizing handover friction.

• Lead the planning for mitigating technical obstacles, integration issues, operational gaps, and customer health risks.

• Offer technical health insights for renewal readiness, Quarterly Business Reviews (QBRs), growth discussions, and account strategies.

• Highlight technical opportunities that support expansion, upsell, and cross-sell initiatives with the Account Executive.

• Advocate for technical users internally by conveying product feedback, risks, and success requirements.

• Collaborate with Account Executives, Solutions Engineering, Professional Services, Support, and Renewals.

⛳️ Requirements

• Over 3 years of experience in a technical, customer-facing role such as Customer Success Manager, Technical Success Manager, Technical Account Manager, Technical Consultant, Product Specialist, or a similar position.

• Understanding of enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.

• Capability to drive adoption, retention, technical value realization, and enhance customer health.

• Proficiency in translating complex technical concepts into clear, actionable guidance.

• Confidence in engaging with security engineers, SOC analysts, system administrators, technical leaders, and executives.

• Excellent communication, presentation, stakeholder management, and cross-functional collaboration skills.

• Experience in security operations, SOC workflows, threat detection, or incident response use cases is preferred.

• Familiarity with customer success platforms, health scoring, adoption analytics, and renewal governance is a plus.

🏝️ Benefits

• Commission structure with an 80/20 base-to-commission ratio.

• Flexible remote work options.

• Opportunities for travel at least twice a year.

• Access to skills development, learning, and professional growth opportunities.

• Reasonable accommodations for qualified individuals with disabilities.