We are looking for a Technical Success Manager (TSM) to join our team and help deliver exceptional post-sales experiences for our customers. This role blends technical expertise, project management, and relationship management to drive successful deployments, accelerate time-to-value, and support ongoing adoption and growth.
What will you do?
As a TSM, you will act as both a technical advisor and deployment facilitator, ensuring our customers achieve success throughout onboarding, deployment, and beyond.
You will:
Lead customers through deployment journeys with structured project management and technical oversight.
Partner with Account Executives, Sales Engineering, and Support to deliver a seamless customer experience.
Act as a trusted advisor who balances technical guidance with strong stakeholder and relationship management.
Provide proactive technical resources and digital enablement to drive adoption, feature utilization, and long-term customer health.
Be the voice of the customer internally, ensuring needs and challenges are addressed with urgency and care.
This role requires an individual who is highly technical, customer-focused, and organized-capable of balancing detailed deployment oversight with high-level strategic engagement.
Responsibilities:
Deployment Leadership: Onboard and guide customers through full deployment cycles, ensuring milestones, timelines, and deliverables are met.
Technical Advisory: Act as a subject matter expert during deployments, incidents, and ongoing usage; provide technical guidance on security architecture, integration, and best practices.
Stakeholder & Relationship Management: Build strong relationships with customer stakeholders; manage expectations, communicate risks, and serve as the trusted technical point of contact.
Cross-Functional Collaboration: Work with Support, Product, Engineering, and Services teams to align on customer outcomes and ensure timely issue resolution.
Incident Management: Serve as the customers advocate during incidents and outages, coordinating internal response and communication.
Enablement & Content Creation: Develop technical content, learning sessions, and webinars to improve customer adoption and experience.
Reporting & Metrics: Provide regular cadence reporting on key success indicators (e.g., feature adoption, deployment progress, customer maturity).
Pre-Sales Services Support: Collaborate with Sales and Solutions Engineering to position post-sales service offerings when relevant, ensuring alignment and fit.
Requirements: 5-7+ years of experience in enterprise software (cybersecurity strongly preferred), in roles such as Technical Account Manager, Professional Services Consultant, Customer Success Engineer, or similar.
Proven experience managing complex deployments and technical engagements across large enterprise accounts.
Strong technical background in cybersecurity, endpoint protection, and IT/security architecture.
Knowledge of Windows, macOS, Linux, and containerized environments, including Kubernetes.
Demonstrated ability to lead projects, manage multiple stakeholders, and influence cross-functional outcomes.
Excellent written and verbal communication skills; able to engage with both technical practitioners and executive stakeholders.
Proficiency in project management tools (e.g., Asana, Jira, Atlassian) and CRM systems (e.g., Salesforce).
This position is open to all candidates.