Senior Customer Success Manager - East

United StatesRemoteFull-timesenior

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

8+ years of experience in technical account management, customer success, or post-sales roles within a technology company. Experience supporting SaaS solutions designed for technical teams, ide

Technical Tools

Customer Success ManagerCustomer

This senior customer success role is focused on driving strategic outcomes across a portfolio of enterprise technology accounts. You will guide customers from onboarding and adoption through expansion and renewal, helping them maximize the value of an automation platform. You’ll build trusted relationships with executive stakeholders, identify new automation opportunities, and develop success plans aligned with customer priorities. Working closely with Sales, Customer Success Engineering, Product, Professional Services, and leadership teams, you’ll coordinate resources to deliver measurable outcomes. The role also offers the opportunity to expand automation into functions beyond security, including IT, HR, Engineering, and Operations. As a trusted advisor, you’ll influence product direction through customer feedback while building long-term advocacy and partnerships.

Own strategic success planning and customer engagement across a portfolio of high-value enterprise accounts, ensuring alignment with stakeholders and measurable value throughout the customer lifecycle.
Partner with Customer Success Engineers and internal teams to deliver effective onboarding, ensuring customer use cases are implemented on schedule and users develop the skills needed to build and automate workflows.
Monitor account health through dashboards, usage metrics, log-ins, use cases, and other indicators to identify risks, challenges, and opportunities.
Develop and execute success and account plans that increase platform adoption, expand feature usage, and identify opportunities to extend automation into additional teams and business functions.
Lead customer business reviews and executive engagements, communicating outcomes, strategic recommendations, and future automation opportunities to VP and C-suite stakeholders.
Proactively identify risks to customer goals and coordinate comprehensive mitigation plans with Customer Success Engineering, Professional Services, leadership, and other internal resources.
Develop and execute renewal strategies while communicating the platform’s business value and strategic recommendations to customer users, management, and executives.
Translate customer needs and technical requirements into actionable internal feedback, partnering with Product and Engineering teams to influence new features and platform improvements.
Build customer advocacy and serve as a trusted product advisor, helping customers identify opportunities to improve processes through automation.

Requirements

~1 min read

8+ years of experience in technical account management, customer success, or post-sales roles within a technology company.
Experience supporting SaaS solutions designed for technical teams, ideally in cybersecurity, DevOps, IT, or a related technical environment.
Strong ability to uncover customer challenges and opportunities through thoughtful discovery and translate technical requirements into clear recommendations for internal teams and partners.
Demonstrated ability to manage complex customer problems by coordinating the right internal resources and knowing when to engage management or senior leadership.
Strong executive communication and relationship-building skills, with experience working with senior stakeholders and C-suite audiences.
Strategic and consultative approach to customer success, with the ability to connect technology adoption to business outcomes.
Ability to collaborate effectively across Sales, Product, Engineering, Professional Services, and Customer Success teams.
Applicants must be authorized to work for any U.S. employer; employment visa sponsorship is not available for this position.