Technical Customer Success Manager

FortifyData; Kennesaw (GA); On-site; USD 80,000 - 120,000; Full time

Job summary

FortifyData is seeking a Technical Customer Success Manager who combines strong customer relationship skills with hands-on technical knowledge. You will help customers implement FortifyData, adopt its capabilities, and achieve measurable results.

You will own the customer journey from onboarding through ongoing adoption and renewal readiness, serving as a trusted advisor and coordinating with product, engineering, and sales to address customer needs.

Qualifications

• 3+ years of experience in technical customer success, technical account management, solutions engineering, or a similar customer-facing SaaS role.
• Experience supporting cybersecurity, GRC, IT risk, or related enterprise software.
• Working knowledge of cybersecurity concepts, including vulnerability management, attack surface management, and third-party risk.
• Experience guiding software implementations and troubleshooting configurations, integrations, or data issues.
• Familiarity with APIs, data imports, and common enterprise integration concepts.
• Ability to explain technical information clearly to both technical teams and business leaders.
• Strong organization, problem-solving, presentation, and customer relationship skills.
• Demonstrated ability to manage multiple accounts and follow issues through to resolution.

Responsibilities

• Own the customer journey from onboarding through adoption and renewal readiness.
• Coordinate with product, engineering, and sales to address customer needs.
• Lead platform training and executive business reviews.
• Troubleshoot technical issues and coordinate resolution with engineering.
• Maintain accurate account records and success plans in CRM.
• Create reusable onboarding resources and customer education materials.

Skills

Technical customer success

SaaS solutions engineering

Cybersecurity concepts

APIs & integrations

Customer relationship management

Presentation skills

Problem-solving

Tools

HubSpot CRM

Tenable

Microsoft Defender

Job description

FortifyData is a cybersecurity SaaS company helping organizations assess, monitor, and manage cyber risk across their business and third-party ecosystem. Our platform supports attack surface management, third-party risk management, and governance, risk, and compliance..

About the Role

We are seeking a Technical Customer Success Manager who combines strong customer relationship skills with hands-on technical knowledge. You will help customers implement FortifyData, adopt its capabilities, and achieve measurable results.

You will own the customer journey from onboarding through ongoing adoption and renewal readiness, serving as a trusted advisor and coordinating with product, engineering, and sales to address customer needs. This role requires someone comfortable leading an executive business review, conducting platform training, and investigating a technical issue.

Key Responsibilities

• Manage a portfolio of customers, serving as their primary point of contact for platform adoption, technical guidance, and customer success.
• Lead onboarding, including requirements discovery, platform configuration, integration coordination, training, and implementation milestones.
• Develop customer success plans with clear goals, timelines, and measurable outcomes.
• Help customers interpret cyber risk findings and incorporate FortifyData into their security and compliance workflows.
• Monitor platform usage, customer engagement, and account health; proactively address adoption gaps and renewal risks.
• Conduct regular customer check-ins, product demonstrations, training sessions, and business reviews.
• Troubleshoot technical issues, document reproducible problems, and coordinate resolution with engineering while keeping customers informed.
• Gather customer feedback and translate business needs into actionable product requirements.
• Partner with sales on renewals and identify expansion opportunities aligned with customer needs.
• Maintain accurate account records, success plans, and outstanding action items in the CRM.
• Create reusable onboarding resources, technical guides, and customer education materials.

Required Qualifications

• 3+ years of experience in technical customer success, technical account management, solutions engineering, or a similar customer-facing SaaS role.
• Experience supporting cybersecurity, GRC, IT risk, or related enterprise software.
• Working knowledge of cybersecurity concepts, including vulnerability management, attack surface management, and third-party risk.
• Experience guiding software implementations and troubleshooting configurations, integrations, or data issues.
• Familiarity with APIs, data imports, and common enterprise integration concepts.
• Ability to explain technical information clearly to both technical teams and business leaders.
• Strong organization, problem-solving, presentation, and customer relationship skills.
• Demonstrated ability to manage multiple accounts and follow issues through to resolution.

Preferred Qualifications

• Experience with security ratings, third-party risk management, or GRC platforms.
• Familiarity with frameworks such as NIST CSF, ISO 27001, and SOC 2.
• Experience working with security tools such as Tenable or Microsoft Defender.
• Experience supporting enterprise customers in financial services, healthcare, or higher education.
• Familiarity with HubSpot or a similar CRM.
• Relevant cybersecurity certifications are a plus.

What Success Looks Like

• Customers complete onboarding with clear objectives and a practical path to value.
• Platform adoption and customer engagement grow.
• Technical issues are managed with clear ownership and timely communication.
• Renewal risks are identified early and addressed proactively.
• Customer feedback informs product improvements and expansion opportunities.