Sr Technical Customer Success Manager

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. You will work closely with our customers to drive successful product adoption and retention, and minimize churn. You’ll become an integral part of our CS organization that is constantly evolving - you won’t just run a predefined playbook, you’ll help write it. Success in this role is seeing your customers become vocal champions of our company and product, along with helping mature our Customer Success organization.

RESPONSIBILITIES

- Fully own your book of business which will consist of 12-18 accounts totaling $2-5M ARR.

- Build and nurture strong relationships within your book to help your accounts get as much value out of our products as possible.

- Provide advanced product-level technical expertise, leading customer onboarding, complex deployments and resolving intricate technical challenges

- Build and act on account plans that move the customers forward through each lifecycle stage from adoption through to expansion.

- Thoroughly understand our customers’ business needs, use case, 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 expansion.

- 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

- Proven Track Record: 5+ years of experience in a customer-facing post-sales or implementation role...