Sr. Technical Customer Success Manager - Material Security

Material Security is looking for a Senior Technical Customer Success Manager (Sr. 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 customers, working closely with them to drive successful product adoption, expansion, and retention.

Responsibilities

• Fully own your book of business consisting of 12-18 accounts totaling $2-5M ARR.
• Build and nurture strong relationships to help accounts maximize product value.
• Provide advanced product-level technical expertise, leading customer onboarding, complex deployments, and resolving intricate technical challenges.
• Build and execute account plans moving customers through each lifecycle stage from adoption to expansion.
• Understand customer business needs, use cases, organizational structures, profiles, product usage, and risks to provide expert guidance and best practices.
• Organize and lead value-focused executive business reviews (EBR) at least once per year per customer.
• Communicate frequently regarding new features and roadmaps, identifying expansion opportunities.
• Lead customer escalations and coordinate with internal teams for timely resolution.
• Aggregate customer product feedback, translate and prioritize new features for product and engineering teams.

What We’re Looking For

• Proven Track Record: 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments (cybersecurity or identity management is a big plus).
• Expert Technical Acumen: 5+ years of domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, plus hands-on work in SQL or writing code, including custom API-based integrations.
• Proactive Account Management: Proven ability to utilize Success Plans to drive successful outcomes and execute strategy without oversight.
• Clear Communication: Ability to speak to customers as peers—communicating plainly, clearly, succinctly, honestly, and effectively in asynchronous channels.
• Collaboration: Experience working closely with Engineering, Product, Support, and Sales teams.
• Growth Mindset: Thrives in ambiguous and rapidly changing environments with a passion for tinkering with new technology.

Material Security is a remote-first workplace with an office in San Francisco, California.