Sr. Technical Customer Success Manager

Required

• Proven 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.
• Expert Technical Acumen: 5+ years of domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, and hands-on work in SQL or writing code, including custom API-based integrations required.
• 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 are essential to succeed in this role.
• Proactive Account Management: You know what a great Success Plan looks like and can utilize your Plans to drive successful outcomes. You provide value at every step, and execute strategy without oversight. You’re proactive by nature and have the skills to drive both the ground-level tasks while also managing towards long-term strategy and growth. You track milestones and tasks clearly, and surface wins and risks upwards.
• 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. You’re excited by diving into new technology and you like tinkering with tools.
• Material Security is a remote-first workplace with an office in San Francisco, California.
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