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About the Role
Material Security is seeking a Senior Technical Customer Success Manager to create loyal customers and defend our competitive advantage in customer experience. This role is pivotal in driving product adoption, expansion, and retention by serving as the primary customer contact. You will contribute to evolving our Customer Success organization, helping to shape its future playbook and turning customers into vocal champions.
Responsibilities
- Fully own a book of business consisting of 12-18 accounts totaling $2-5M ARR.
- Build and nurture strong relationships within the assigned book of business to maximize customer value.
- Provide advanced product-level technical expertise, leading customer onboarding, complex deployments, and resolving intricate technical challenges.
- Develop and execute account plans to guide customers through lifecycle stages, from adoption to expansion.
- Thoroughly understand customer business needs, use cases, organizational structure, product usage, and risks to provide expert guidance and solutions.
- Organize and lead value-focused executive business reviews (EBR) at least annually for each customer.
- Communicate new features and roadmaps to customers, identifying expansion opportunities.
- Lead customer escalations, coordinating with internal teams for timely resolution.
- Aggregate customer product feedback, translate it into prioritized feature requests for product and engineering teams, and advocate for customer needs.
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 plus.
- 5+ years of domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent.
- Hands-on experience with SQL or writing code, including custom API-based integrations.
- Ability to quickly understand product and subject area questions, suggest technical solutions, participate in open-ended discussions, and assess plans of action.
- Proven ability to create effective Success Plans and drive successful outcomes.
- Proactive approach to account management, executing strategy without oversight.
- Skills to drive ground-level tasks while managing long-term strategy and growth.
- Clear and concise communication, both verbally and in writing, especially in asynchronous channels.
- Experience collaborating closely with Engineering, Product, Support, and Sales teams.
- Ability to thrive in ambiguous and rapidly changing environments.
- Attitude and aptitude for figuring out how to get the job done with minimal guidance.
- Excitement for diving into new technology and tinkering with tools.
Skills
- Customer Success Management
- Technical Expertise
- SaaS
- Cybersecurity
- Identity Management
- Cloud Email
- Google Workspace
- Microsoft 365
- SSO
- SQL
- API Integrations
- Account Management
- Communication
- Collaboration
- Problem Solving
Location
- Remote
- San Francisco, California
Work Type
- Remote-first
Experience Level
- Senior
Salary/Compensations
- $155,000-$165,000 annually
About the Company
- Material Security is a remote-first workplace 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.