Technical Customer Success Manager

FortifyData is a cybersecurity SaaS company providing tools to assess, monitor, and manage cyber risk. The Technical Customer Success Manager guides customers from onboarding through adoption and renewal readiness, providing technical support and coordinating with product, engineering, and sales to help customers achieve measurable results.

Responsibilities:

• Manage a portfolio of customers, serving as their primary point of contact for platform adoption, technical guidance, and customer success
• Lead onboarding, including requirements discovery, platform configuration, integration coordination, training, and implementation milestones
• Develop customer success plans with clear goals, timelines, and measurable outcomes
• Help customers interpret cyber risk findings and incorporate FortifyData into their security and compliance workflows
• Monitor platform usage, customer engagement, and account health; proactively address adoption gaps and renewal risks
• Conduct regular customer check-ins, product demonstrations, training sessions, and business reviews
• Troubleshoot technical issues, document reproducible problems, and coordinate resolution with engineering while keeping customers informed
• Gather customer feedback and translate business needs into actionable product requirements
• Partner with sales on renewals and identify expansion opportunities aligned with customer needs
• Maintain accurate account records, success plans, and outstanding action items in the CRM
• Create reusable onboarding resources, technical guides, and customer education materials

Requirements:

• 3+ years of experience in technical customer success, technical account management, solutions engineering, or a similar customer-facing SaaS role
• Experience supporting cybersecurity, GRC, IT risk, or related enterprise software
• Working knowledge of cybersecurity concepts, including vulnerability management, attack surface management, and third-party risk
• Experience guiding software implementations and troubleshooting configurations, integrations, or data issues
• Familiarity with APIs, data imports, and common enterprise integration concepts
• Ability to explain technical information clearly to both technical teams and business leaders
• Strong organization, problem-solving, presentation, and customer relationship skills
• Demonstrated ability to manage multiple accounts and follow issues through to resolution
• Experience with security ratings, third-party risk management, or GRC platforms
• Familiarity with frameworks such as NIST CSF, ISO 27001, and SOC 2
• Experience working with security tools such as Tenable or Microsoft Defender
• Experience supporting enterprise customers in financial services, healthcare, or higher education
• Familiarity with HubSpot or a similar CRM
• Relevant cybersecurity certifications are a plus