Technical Success Manager

Role Overview

• Lead customers through deployment journeys with structured project management and technical oversight.
• Partner with Account Executives, Sales Engineering, and Support to deliver a seamless customer experience.
• Act as a trusted advisor who balances technical guidance with strong stakeholder and relationship management.
• Provide proactive technical resources and digital enablement to drive adoption, feature utilization, and long-term customer health.
• Be the voice of the customer internally, ensuring needs and challenges are addressed with urgency and care.
• This role requires an individual who is highly technical, customer-focused, and organized—capable of balancing detailed deployment oversight with high-level strategic engagement.
• Deployment Leadership: Onboard and guide customers through full deployment cycles, ensuring milestones, timelines, and deliverables are met.
• Technical Advisory: Act as a subject matter expert during deployments, incidents, and ongoing usage; provide technical guidance on security architecture, integration, and best practices.
• Stakeholder & Relationship Management: Build strong relationships with customer stakeholders; manage expectations, communicate risks, and serve as the trusted technical point of contact.
• Cross-Functional Collaboration: Work with Support, Product, Engineering, and Services teams to align on customer outcomes and ensure timely issue resolution.
• Incident Management: Serve as the customer’s advocate during incidents and outages, coordinating internal response and communication.
• Enablement & Content Creation: Develop technical content, learning sessions, and webinars to improve customer adoption and experience.
• Reporting & Metrics: Provide regular cadence reporting on key success indicators (e.g., feature adoption, deployment progress, customer maturity).
• Pre-Sales Services Support: Collaborate with Sales and Solutions Engineering to position post-sales service offerings when relevant, ensuring alignment and fit.

Requirements

• 5–7+ years of experience in enterprise software (cybersecurity strongly preferred), in roles such as Technical Account Manager, Professional Services Consultant, Customer Success Engineer, or similar.
• Proven experience managing complex deployments and technical engagements across large enterprise accounts.
• Strong technical background in cybersecurity, endpoint protection, and IT/security architecture.
• Knowledge of Windows, MacOS, Linux, and containerized environments.
• Demonstrated ability to lead projects, manage multiple stakeholders, and influence cross-functional outcomes.
• Excellent written and verbal communication skills; able to engage with both technical practitioners and executive stakeholders.
• Proficiency in project management tools (e.g., Asana, Jira, Atlassian) and CRM systems (e.g., Salesforce).

Tech Stack

• Cyber Security
• Linux
• MacOS

Benefits

• Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
• Unlimited PTO
• Industry leading gender-neutral parental leave
• Paid Company Holidays
• Paid Sick Time
• Employee stock purchase program
• Disability and life insurance
• Employee assistance program
• Gym membership reimbursement
• Cell phone reimbursement
• Numerous company-sponsored events including regular happy hours and team building events