Customer Success Manager

DigitSec provides an application security platform focused on Salesforce. The Customer Success Manager owns the pre- and post-sale customer experience, leading onboarding, technical support, retention, and prospect demos while building the customer success function.

Responsibilities:

• Onboarding & Adoption: Guide new customers through connecting their Salesforce orgs, configuring scans, and enabling the right rule sets. Make sure customers reach first value quickly
• Technical Support: Own customer support and customer success, including Tier 1 technical support. Help customers interpret findings, separate true vulnerabilities from false positives, and understand remediation guidance for. Maintain the support portal and knowledge base
• Retention & Expansion: Develop and run customer success programs that drive renewals, satisfaction, and account expansion. Run regular check-ins and business reviews, track account health, and spot upsell opportunities such as additional orgs, new coverage areas, and integrations
• Escalations: Manage critical escalations from first report to resolution, coordinating with Engineering and Product and keeping the customer informed throughout
• Pre-Sales Support: Partner with Sales on prospect demos and technical discovery. Lead technical product demos, run technical calls with prospects and customers (with the sales team where needed), translate security and development requirements into how DigitSec works, and flag product feature gaps
• Product Feedback: Bring customer feedback, feature requests, and recurring issues to Product and Engineering, and communicate release changes to customers
• Operations & Reporting: Use Salesforce CRM and Jira to monitor accounts, track tickets, and build usage and health reports. Help formalize our customer success processes and playbooks as the team grows
• Security & Compliance Documentation: Manage the compliance work customers expect from a security vendor, including SOC 2 renewals and customer security questionnaires, and keep product documentation, brochures, and sales collateral current

Requirements:

• 3+ years in customer success, technical support, solutions engineering, or account management at a SaaS or security company
• Working knowledge of the Salesforce platform and how orgs are built and customized, including Apex, Lightning, and Flows
• Solid understanding of application security fundamentals (for example OWASP Top 10, SAST, vulnerability triage, and secure coding) and comfort reading code
• Familiarity with DevOps and CI/CD tooling, Git, and Jira is expected
• Comfortable running independent calls with customers and prospects, including developers and security teams, to understand their needs and explain technical findings clearly
• Self-starter who is outgoing, highly organized, and a clear communicator, with proactive project management skills
• Proficient with Salesforce CRM, Jira, and data analysis and reporting
• Startup experience preferred
• Salesforce admin or developer experience is a strong plus
• Experience with SOC 2 or similar compliance processes is a plus