Senior Technical Customer Success Manager

Responsibilities

• Fully own a book of business consisting of 12-18 accounts totaling $2-5M ARR
• Build and nurture strong relationships to drive product value and retention
• Provide advanced technical expertise for onboarding, complex deployments, and resolving technical challenges
• Develop and execute account plans to move customers through lifecycle stages
• Lead value-focused executive business reviews (EBR) annually
• Communicate product roadmaps and identify expansion opportunities
• Lead customer escalations and coordinate with internal teams for resolution
• Aggregate and prioritize customer feedback for product and engineering teams

Requirements

• 5+ years of experience in a customer-facing post-sales or implementation role in SaaS
• 5+ years of hands-on experience in SQL or writing code, including custom API-based integrations
• Domain expertise in security products, cloud email, Google Workspace/Microsoft 365, or SSO
• Proven ability to manage accounts proactively using Success Plans
• Strong communication skills for technical and executive audiences
• Experience collaborating with Engineering, Product, Support, and Sales teams

About the Company

Material Security is a remote-first workplace focused on creating fanatic customers for life through exceptional technical customer success and product adoption.