Technical Customer Success Manager (Remote)

Ordr Tech; Santa Clara, California (CA, MO); Remote; USD 80,000 - 120,000; Full time

Job summary

Join a dynamic startup focused on securing connected assets in various industries. As a Technical Customer Success Manager, you'll play a pivotal role in fostering customer relationships, ensuring satisfaction, and driving product adoption. This position offers a unique opportunity to make a significant impact in a fast-paced environment, where your passion for customer success and technical expertise will be valued. Collaborate with a team that thrives on innovation and customer obsession, and be part of a mission that enhances the safety of connected devices across healthcare, manufacturing, and more. If you're ready to make a difference, this role is for you.

Qualifications

• 5+ years in customer-facing roles, ideally in customer success or account management.
• Strong understanding of security concepts and B2B SaaS environments.

Responsibilities

• Guide customers through onboarding and ensure satisfaction throughout their subscription.
• Develop partnerships with stakeholders to drive product adoption and success.

Skills

Customer Success Management

Account Management

Technical Communication

Interpersonal Skills

Empathy for Customers

Problem-Solving

Education

Bachelor's Degree

Tools

CSM Tools

CRM Tools

Job description

See. Know. Secure. Every connected asset everywhere.

Our mission is to make the connected world a safer place. Digital transformation has led to the explosive increase of connected assets. Each unknown, unmanaged, and unsecure device increases an organization’s attack surface. Ordr makes it easy to see, know and secure every connected device in your network—in real-time. Using a “whole enterprise” philosophy and the Ordr Data Lake, populated with a rich and growing library of millions of detailed device profiles, Ordr identifies every IT, IoT, IoMT, and OT asset, maps its attack surface, and protects each device with automated policies.

We’re looking for innovators, creative thinkers and doers to join a driven team, where you’ll work hard but have fun along the way. More importantly, we’re looking for the best people who will thrive in a unique Ordr culture where we’re customer-obsessed, push the boundaries of innovation, value collaboration and focus on results! Everything you’ll do as part of our mission to secure assets in our customer’s network – in healthcare, manufacturing to financial services and smart cities – makes a difference in protecting lives, business operations, and our way of life.

Ordr is looking for a Technical Customer Success Manager (TCSM) who will be responsible for developing customer relationships that promote retention and loyalty. Our TCSMs work with customers to continuously align goals, ensure customers are satisfied with the services and improve on areas that need attention. You must be energetic, passionate, and empathetic, desiring to make a real impact on the success of our customers and Ordr. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.

This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on Ordr Security’s growth in this new emerging marketplace. The role reports to the Director of Customer Success, the work is remote, located in the US.

KEY RESPONSIBILITIES

• Guiding the customers during pre-sales through on-boarding for the life of the subscription.
• Understand our customer’s goals and security requirements and create a joint success plan to meet those requirements.
• Lead a customer onboarding experience, adoption, and expansion across a range of relationships.
• Develop a strong partnership with customer stakeholders, channel partners, and executive sponsors to drive product adoption.
• Identify and escalate risks to the customer and support team to achieve client success.
• Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments.
• Identify risks with our clients actively and collaborate with internal teams to remediate client concerns.
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities.
• Leverage key metrics to build a strategic plan to identify opportunities and challenges to a customer's success.
• Deliver quarterly executive business reviews to clients to promote wider use of the Ordr platform, help identify and drive new use cases to enhance their ROI.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges and actively provide feedback to product management and help Ordr hear the voice of the customer.
• Coordination leveraging Ordr's technical resources to help resolve customer issues and drive adoption.
• Track and report on customer health, status, projects, progress, and issues.
• Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers.
• Manage customer projects and work with partners to achieve success.
• Develop and nurture customers to become Brand Ambassadors on behalf of Ordr.

EXPERIENCE & QUALIFICATIONS

• 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization.
• Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access, and cloud.
• Strong empathy for customers AND passion for customer success.
• Must have strong switch and router expertise. CCNA or higher preferred.
• Must have some Linux, VMWare ESXi, and Firewall knowledge.
• 802.1x/NAC, Cybersecurity, Vuln management.
• Strong communication, interpersonal, and customer service skills.
• The ability to relate technical information to non-technical customers.
• Excellent communication, documentation, and presentation skills.
• Experience with CSM and CRM tools.
• Diplomacy, tact, and poise under pressure when working through customer issues.