Senior Technical Customer Success Manager

Material Security is looking for a Senior Technical Customer Success Manager (TCSM) who excels at creating fanatic customers for life. Our customer experience is a competitive advantage and this role is key to defending that advantage. You will be the face of our company for our customer and collaborate with almost every team at the company: Sales, Solutions, Product Support, and the rest of EPD to ensure customers have the best experiences possible. You will work closely with our customers to drive product adoption and retention, and minimize churn. Success in this role is seeing your customers become vocal champions of our company and product, along with helping mature our Customer Success organization. Our TCSMs are product experts, technical advisors, and customer advocates, and are an integral part of our continued growth.

Responsibilities

• Build and nurture strong relationships with our customers to help them get as much value out of our products as possible.

• Provide advanced product-level technical expertise, leading account setup, complex deployments and resolving intricate technical challenges

• Build and act on account plans that move the customers forward through each stage of the maturity model.

• Thoroughly understand our customers’ business needs, organizational structure, profile, product usage, and risks.

• Organize and lead value-focused executive business reviews (EBR) at least once per year with each customer.

• Communicate frequently with customers about new features and roadmaps, and find opportunities for expanding which Material products are used.

• Lead customer escalations, and coordinate with internal teams and resources to ensure timely and effective resolution.

• Aggregate customer product feedback, translate, and prioritize new features for product and engineering teams, advocating for the customer when needed.

What We’re Looking For

• Track Record: 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments; cybersecurity or identity management experience is a big plus.

• Technical Acumen: Our product is complex and our customers are technical security team members. The ability to quickly understand product and subject area questions, suggest technical solutions, participate in open ended discussions, and assess a plan of action all helps build the trust of our customers.

  • You are familiar with SQL, Chrome developer tools, and APIs;

  • You have knowledge and industry experience relevant to our security space;

  • You have domain expertise in security, cloud email, IT, Google/Office 365, SSO, etc.

• Customer Empathy: Have sincere empathy for the customer and a commitment to delving deep into the challenges they present or experience; our TCSMs have a natural tendency to take on new and unique customer asks/requirements.

• Clear Communication: Our customers trust us because we speak to them as peers, communicating plainly, clearly, succinctly, honestly, and at appropriate times. We do not use “word salads”, and we clearly communicate verbally and in writing, particularly in asynchronous channels.

• Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment.

• Growth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality.

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Material Security is a remote-first workplace with an office in San Francisco, California.

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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $140,000-$180,000.

Equal Opportunity Employer Statement

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.