Technical Customer Success Manager (founding team)

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Requirements:

• Experience in a technical customer-facing role at a SaaS or cybersecurity startup
• Familiarity with application security or developer tools
• Background in technical program management or scaled customer success
• Ability to perform product demos and customer training sessions
• Experience with automation, support tooling, or scaled outreach

Responsibilities:

• Serve as the primary point of contact and for a large and growing portfolio of customers
• Own the end-to-end customer experience across hundreds of accounts; nothing falls through the cracks
• Deliver a high-touch experience when needed by acting as a problem solver—conduct independent analysis and triage before escalating to internal teams
• Develop and own repeatable workflows to scale self-service–led entry with product-led expansion
• Collaborate closely with both product and sales teams to align on strategy and execution
• Act as an external-facing technical program manager—identify process gaps, advocate for fixes, and recognize when automation is needed, even without writing code
• Represent the voice of the customer internally to drive adoption and continuous improvement
• Advocate for product and process changes that reduce friction, automate touchpoints, and improve outcomes
• Navigate product questions with confidence, escalating appropriately even without deep domain knowledge