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About the Role
Material Security is seeking a Senior Technical Customer Success Manager to create loyal customers by driving product adoption, retention, and minimizing churn. This role is crucial for maintaining our competitive advantage in customer experience and involves actively contributing to the evolution of our Customer Success organization.
Responsibilities
- Fully own a book of business consisting of 12-18 accounts totaling $2-5M ARR.
- Build and nurture strong customer relationships to maximize product value.
- Provide advanced technical expertise, leading onboarding, complex deployments, and resolving intricate technical challenges.
- Develop and execute account plans to guide customers through adoption, expansion, and retention.
- Thoroughly understand customer business needs, use cases, organizational structure, product usage, and risks.
- Organize and lead value-focused executive business reviews (EBRs) annually for each customer.
- Communicate new features and roadmaps to customers, identifying expansion opportunities.
- Lead customer escalations, coordinating with internal teams for effective resolution.
- Aggregate and prioritize customer product feedback for product and engineering teams.
Requirements
- 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments.
- Cybersecurity or identity management experience is a significant advantage.
- 5+ years of hands-on experience with SQL or coding, including custom API-based integrations.
- Domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent.
- Ability to quickly understand technical product and subject area questions.
- Ability to suggest technical solutions and participate in open-ended discussions.
- Ability to assess a plan of action to build customer trust.
- Proactive account management skills, including creating and utilizing Success Plans.
- Ability to drive ground-level tasks while managing long-term strategy and growth.
- Clear, concise, and honest communication, both verbally and in writing.
- Experience collaborating with Engineering, Product, Support, and Sales teams.
- Ability to thrive in ambiguous and rapidly changing environments.
- Attitude and aptitude for self-guided problem-solving.
- Excitement for maturing and scaling the Success program with quality.
Skills
- Technical Customer Success Management
- SaaS
- Cybersecurity
- Identity Management
- SQL
- Coding
- API Integrations
- Security Products
- Cloud Email
- Google Workspace
- Microsoft 365
- SSO
- Account Management
- Customer Relationship Management
- Technical Support
- Product Adoption
- Retention Strategies
- Churn Reduction
- Executive Business Reviews (EBRs)
- Product Feedback Aggregation
- Cross-functional Collaboration
Location
- Remote
- San Francisco, California
Work Type
- Remote-first
- Full-time
Experience Level
- Senior
Salary/Compensations
- $150,000-$180,000
About the Company
- Material Security is a remote-first company with an office in San Francisco, California.
Equal Opportunity
- Material Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, genetic information, or any other legally protected status. All employment decisions are based on qualifications, merit, and business needs.