Sr Scaled Customer Success Manager

Material Security is looking for a Senior Scaled Customer Success Manager (Sr. Scaled CSM) to build lasting relationships with our SMB and Mid-Market customers. In this role, you will serve as the primary point of contact for our customers with <2500 seats, delivering exceptional service that reinforces our reputation for outstanding customer experience at scale. You will also partner cross-functionally with Go-to-Market (GTM) and Engineering-Product-Design (EPD) teams to ensure seamless customer journeys that drive production adoption and retention at scale. You’ll become an integral part of our nascent Scaled CS team that is continuously evolving - you won’t just run a predefined automated playbook, you’ll help write it.

RESPONSIBILITIES

- Fully own your book of business which will consist of 150-200 accounts totaling $2-5M ARR.

- Support your customers in moving through their lifecycle touchpoints at scale, including process improvements and providing escalated support when necessary.

- Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.

- Provide guidance and assistance on any new documentation needed to maximize scaled success.

- Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through onboarding, adoption, renewal and beyond.

- Drive proactive async customer touchpoints, including new feature and roadmap updates, and find expansion opportunities at scale..

- Act as an advocate for scaled customers internally.

WHAT WE’RE LOOKING FOR

- Track Record: 3+ years of experience in Scaled Customer Success, Technical Account Management, or a similar customer-facing role within a SaaS company.

- Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies, as well as cybersecurity or identity management experience, are all a bi...