Technical Customer Success Manager

LayerX is seeking an experienced Technical Customer Success Manager (CSM) with a strong technical background and a passion for helping customers succeed. In this role, you will work closely with our clients, offering guidance and support as they integrate and optimize our technology solutions. The ideal candidate is both customer-focused and technically proficient, with a deep understanding of our products and a drive to ensure customers achieve their goals and see value. We're looking for a CSM who is passionate about customer relationships, possesses strong communication skills, and has a proactive approach to problem-solving.

LayerX Security:

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

• Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
• ⁠Openness and Transparency – There are no walls; we are all in this together.
• No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed!
• ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
• Data Wins Arguments – We are data-driven and focused. Get the data and act on it!
• User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
• ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well!
  
  

• Impact: Play a key role in driving customer success and ensuring our solutions make a meaningful difference to our clients’ businesses.
• Growth: Opportunities for continuous learning and career development in both technical and customer success areas.
• Culture: Join a dynamic, inclusive team that thrives on collaboration, innovation, and creating exceptional customer experiences.
  
  

• Customer Onboarding & Technical Integration- Guide new customers through the technical setup and onboarding process. Collaborate with engineering and product teams to ensure smooth implementation and customization of solutions based on client needs.
• Technical Account Management - Serve as the primary technical point of contact for customers, addressing and resolving technical issues, escalations, and inquiries. Proactively monitor customer accounts and technology adoption to ensure clients are leveraging the full potential of the product.
• Product Expertise & Troubleshooting - Develop an in-depth understanding of our product offerings and keep up to date with new features and releases. Provide expert-level troubleshooting assistance for complex technical issues, ensuring timely resolution.
• Customer Success & Satisfaction - Build and maintain strong, long-term relationships with customers. Act as a trusted advisor, identifying opportunities for product optimization and improvements. Ensure customers are achieving their business objectives and high satisfaction levels. Conduct regular check-ins and business reviews with customers to track progress and identify opportunities for improvement. Identify upsell and cross-sell opportunities within existing accounts to drive revenue growth.
• Training & Enablement - Conduct technical training sessions and workshops to educate customers on best practices, product features, and new releases. Create technical documentation, FAQs, and resources to empower customers to resolve minor issues independently.
• Collaboration with Cross-Functional Teams - Work closely with the sales, product, and engineering teams to relay customer feedback, identify product improvement opportunities, and ensure successful customer deployments.
• Data-Driven Insights & Reporting - Use analytics tools to track key success metrics, including product adoption, usage patterns, and customer health scores. Provide actionable insights to customers on how they can optimize product usage.
• Escalation Management - Handle escalated technical issues with a sense of urgency, ensuring that the correct resources are engaged and the issue is resolved to the customer's satisfaction.
  
  

• Technical Proficiency: Experience in software implementation, troubleshooting, and configuration.
• Problem-Solving Ability: Demonstrated ability to solve complex technical issues, often under pressure, and to translate technical jargon into understandable solutions for non-technical customers.
• Customer-Focused & Solution Oriented Mindset: Proven track record of building strong, consultative relationships with customers, with a deep understanding of customer success and retention strategies. Ability to work independently and collaboratively in a fast-paced environment as well as having a proactive and solution-oriented mindset, with a passion for helping customers succeed.
• Communication Skills: Excellent written and verbal communication skills. Ability to present technical concepts clearly to both technical and non-technical audiences.
• Analytical skills: Ability to interpret customer data to inform strategies.
• Experience with Technical Support Tools: Familiarity with customer success or support platforms (e.g., Zendesk, Salesforce, Intercom, Gainsight) and internal tools (e.g., JIRA, GitHub, etc.) to manage customer issues and collaborate with engineering teams.
• Technical Documentation: Experience creating clear, concise, and detailed documentation for customers and internal teams, including knowledge bases and troubleshooting guides.
• Project Management: Strong project management skills, with the ability to manage multiple accounts, prioritize tasks, and oversee the successful delivery of customer solutions.
• Bachelor’s Degree (or equivalent work experience) in Business, Economics, Information Technology, Engineering, or related technical field.
• 2+ Years experience in Customer Success or Account Management
  
  

• Advanced understanding of Network Security, with an emphasis on browser security.
• Knowledge of APIs, system integrations, and data analytics tools.