Senior Technical Customer Success Manager

Material Security; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote‑first

Comprehensive health/dental/vision

Company gatherings

Competitive salary & equity

Mental Health benefits

401(k)

Parental leave

Equipment stipend

Cell phone & internet stipend

AI tools access

Merchandise

Job summary

Material Security, Inc. is seeking a Senior Technical Customer Success Manager who drives successful product adoption and retention for 12-18 accounts totaling $2-5M ARR.

You will own the relationships, onboard customers, manage complex deployments, and resolve technical challenges for security teams. You will partner with Engineering, Product, Support, and Sales to expand usage, collect feedback, and guide customers through lifecycle stages from adoption to expansion.

Qualifications

• 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments.
• Growth mindset and ability to adapt in ambiguous environments.
• Proactive account management and plan-driven approach.
• Clear communicator with customers, both verbal and written.
• Collaborates with Engineering, Product, Support, and Sales to improve customer outcomes.
• Expert technical acumen: 5+ years hands-on work in SQL or coding, including API integrations.

Responsibilities

• Own a book of business with 12-18 accounts totaling $2-5M ARR.
• Lead customer onboarding, complex deployments, and technical resolutions.
• Develop and execute value-focused account plans through lifecycle stages (adoption to expansion).
• Conduct executive business reviews (EBR) at least annually with each customer.
• Translate customer feedback into product improvements and prioritize features for engineering.

Job description

• 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
• 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

Benefits

• Remote-first
• 100% coverage of Health, Dental, & Vision premiums for employees and dependents
• In-person company gathering twice a year
• Competitive salary & equity
• Mental Health benefits through Spring Health
• 401(k) plan
• Up to 16 weeks parental leave
• Office equipment coverage and support
• Stipend for cell phone & internet
• AI-native workplace with full access to today’s productivity tools (Claude, Cursor, and many more)
• Material Security swag throughout the year

Material Security is looking for a Senior Technical Customer Success Manager (Sr. TCSM) who excels at creating fanatic customers for lifeProven Track Record: 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments; cybersecurity or identity management experience is a big plusGrowth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with qualityProactive Account Management: Have the ability to proactively manage your accounts. You know what a great Success Plan looks like and can utilize your Plans to drive successful outcomes. You’re proactive by nature and have the skills to drive both the ground-level tasks while also managing towards long-term strategy and growthClear Communication: Our customers trust us because we speak to them as peers, communicating plainly, clearly, succinctly, honestly, and at appropriate times. We do not use “word salads”, and we clearly communicate verbally and in writing, particularly in asynchronous channelsOur product is complex and our customers are technical security team members. The ability to quickly understand product and subject area questions, suggest technical solutions, participate in open ended discussions, and assess a plan of action all helps build the trust of our customersCollaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environmentExpert Technical Acumen: 5+ years of hands-on work in SQL or writing code, including custom API-based integrations, and domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, required