Technical Customer Success Manager (Remote)

Ordr Tech; Santa Clara (CA); Remote; USD 85,000 - 120,000; Full time

Job summary

Ordr Tech, a leading tech company, is seeking a Technical Customer Success Manager to drive customer satisfaction and retention. This remote role requires excellent communication skills and a solid background in customer success focused on the SaaS industry, emphasizing security and cloud technologies.

Qualifications

• 5+ years in customer success, account management, or strategic consulting.
• Experience in B2B SaaS with security and cloud familiarity.
• Expertise in switches, routers, and cybersecurity measures.

Responsibilities

• Guide customers during pre-sales and onboarding to ensure satisfaction.
• Proactively identify risks and develop success plans.
• Maintain relationships with stakeholders and conduct quarterly reviews.

Skills

Empathy

Communication

Interpersonal skills

Customer service

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 do as part of our mission to secure assets in our customer’s network—across healthcare, manufacturing, financial services, and smart cities—makes a difference in protecting lives, business operations, and our way of life.

Ordr is seeking a Technical Customer Success Manager (TCSM) responsible for developing customer relationships that promote retention and loyalty. Our TCSMs work with customers to align goals, ensure satisfaction with services, and improve areas needing attention. You must be energetic, passionate, and empathetic, eager to make a real impact on customer and Ordr success. You enjoy forging new relationships and winning colleagues, customers, and partners with personable, professional communication skills.

This is a unique opportunity to join an exciting startup in a hot space and significantly contribute to Ordr Security’s growth in this emerging marketplace. The role reports to the Director of Customer Success. The work is remote and based in the US.

KEY RESPONSIBILITIES

• Guide customers during pre-sales, onboarding, and throughout the subscription lifecycle.
• Understand customer goals and security needs; develop joint success plans.
• Lead onboarding, adoption, and expansion efforts across relationships.
• Build strong partnerships with stakeholders, channel partners, and sponsors to drive product adoption.
• Identify and escalate risks to support successful outcomes.
• Deeply understand customer challenges to map features to their security environments.
• Proactively identify risks and collaborate internally to address concerns.
• Maintain relationships with executive sponsors, conducting regular meetings to foster relationships and uncover opportunities.
• Use key metrics to develop strategic plans for customer success.
• Deliver quarterly business reviews to promote platform use and ROI enhancement.
• Maintain high customer engagement and satisfaction levels.
• Provide feedback to product teams based on customer challenges.
• Coordinate with technical resources to resolve issues and promote adoption.
• Track and report on customer health, projects, and issues.
• Collaborate cross-functionally to translate customer needs into new solutions.
• Manage customer projects to ensure success.
• Develop customers into Brand Ambassadors for Ordr.

EXPERIENCE & QUALIFICATIONS

• 5+ years in customer success, account management, or strategic consulting.
• Experience in B2B SaaS, with security, remote access, and cloud familiarity.
• Strong empathy and passion for customer success.
• Expertise in switches and routers; CCNA or higher preferred.
• Knowledge of Linux, VMWare ESXi, firewalls.
• Experience with 802.1x/NAC, cybersecurity, vulnerability management.
• Excellent communication, interpersonal, and customer service skills.
• Ability to explain technical info to non-technical audiences.
• Experience with CSM and CRM tools.
• Diplomacy and tact when handling customer issues.