Technical Customer Success Manager

Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
Understanding the customer’s pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
Align with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
Ensure clients are trained on the Company's platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
Proactively promote and educate customers on new features and capabilities added to the Company's platform
Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Company's throughout the customer lifecycle
Create advocacy and evangelism opportunities for customers
Requirements:
דרישות התפקיד:
5+ years of customer success or technical account management experience with enterprise software
5+ years in the software development and/or application security industry
Expertise in project management with experience managing Fortune 500 customers and/or complex projects that have achieved high customer satisfaction
Experience managing at least $3M in ARR and/or 15 enterprise customers
Strong technical acumen and high integrity, with experience in application security and/or DevSecOps/DevOps
Excellent interpersonal and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs
Strong problem-solving skills, with the ability to identify and address customer needs
Team player ready to help others
Self-starter with intellectual curiosity
Familiarity with SCM tools like GitHub, GitLab, Bitbucket
Familiarity with modern scripting and programming languages - advantage
Experience working with Planhat as CSM CRM - advantage
Working proficiency with Kubernetes - advantage