Sr 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

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.

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.

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