Technical Success Manager

About the Role:

As a Technical Success Manager, you will be the primary post-sales technical partner for a portfolio of enterprise and mid-market customers using our AI-powered security platform. You bridge the gap between deep product capability and measurable business outcomes — ensuring customers derive maximum value, expand their use of the platform, and remain long-term advocates.

This is a highly cross-functional role. You will work closely with Sales, Product, Engineering, and Support to drive retention, surface expansion signals, and influence the product roadmap based on real-world customer feedback.

What you will do:

• Own technical success for a portfolio of 15to25 enterprise accounts, serving as the trusted advisor for platform adoption and outcomes
• Lead recurring technical touchpoints (QBRs, health checks, roadmap reviews) aligned to customer business objectives
• Build and maintain success plans that map platform capabilities to security program goals
• Drive product adoption by identifying underutilized features and delivering targeted enablement
• Proactively identify risk signals and execute remediation plans to protect renewals
• Serve as the voice of the customer to Product and Engineering, synthesizing feedback into actionable inputs
• Partner with Sales on expansion opportunities, renewal positioning, and executive relationship development
• Contribute to internal knowledge base, playbooks, and scaled CS programs

What you will bring:

• 6-12 years in a TSM, TAM, or Senior CSM role within a B2B SaaS environment or Cybersecurity.
• Technical aptitude — comfortable discussing APIs, integrations, cloud architectures, and security fundamentals with engineering and security teams.
• Experience managing enterprise accounts with complex stakeholder environments (CISO, SecOps, DevOps).
• Strong command of customer health metrics, ARR, NRR, and churn risk frameworks.
• Track record of owning renewals and contributing to expansion pipeline.
• Ability to translate technical concepts into business value narratives for executive audiences.
• Proficiency with CRM and CS tooling (Salesforce, Gainsight, or equivalent)
• Experience in cybersecurity, application security, or developer tooling a strong plus

Technical Skills & Domain Knowledge:

• Familiarity with AI/ML concepts and the ability to explain how AIdriven detection, behavioral analytics, or threat modelling works to both technical and non-technical audiences
• Understanding of enterprise security frameworks (MITRE ATT&CK, Zero Trust, SOC workflows) and how they align to platform value
• Exposure to SIEM, SOAR, EDR, or network detection tools is advantageous
• Comfortable with light scripting or query languages (Python, SQL, or platform-specific query syntax) to support customer use cases and investigation
• Prior experience at a high-growth AI or cybersecurity company