Sr. Manager, Strategic Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Manager, Strategic Customer Success based in the United States.

This is a strategic leadership opportunity focused on driving technical adoption, customer value, retention, and expansion across a portfolio of enterprise cybersecurity customers. You will lead a team of Technical Advisors and establish the operating model, playbooks, and engagement standards that enable scalable customer success. The role combines people leadership, technical advisory expertise, executive engagement, and data-driven decision-making. You will work closely with account management, solutions engineering, product, and engineering teams to remove barriers to adoption and amplify customer outcomes. Success will be measured through stronger platform adoption, consumption, retention, and expansion. You will also serve as a senior escalation point for complex strategic accounts and help shape how customer insights influence product priorities. This remote role is ideal for a systems-oriented leader who can move comfortably between strategic planning and deep technical conversations.

Accountabilities

Lead the Technical Advisor operating model, including team deployment, account coverage, prioritization, engagement cadences, role definitions, escalation paths, and coordination with sales leadership.

Build, hire, coach, and develop a high-performing team of Technical Advisors, establishing clear performance expectations and fostering technical rigor, customer focus, and ownership.

Define and evolve strategies for driving adoption across a cybersecurity platform, using customer usage and consumption data to prioritize resources and identify opportunities.

Establish scalable customer adoption and value-realization methodologies, continuously refining playbooks based on portfolio-level results and customer feedback.

Serve as the senior technical escalation point for complex, high-value, or at-risk strategic accounts, engaging directly with customer executives when needed.

Partner with Customer Success Engineering, Solutions Engineering, Solutions Architecture, Account Management, Product, and Engineering teams to resolve systemic adoption barriers and communicate customer needs.

Use adoption, consumption, retention, and expansion data to assess portfolio health, identify trends, and provide clear reporting and recommendations to senior leadership.

Develop standardized playbooks, documentation, processes, and best practices that enable the team to scale consistently without compromising customer experience.

Represent the technical advisory function in internal business reviews and influence product roadmap and prioritization discussions using field-level insights and measurable business impact.

Requirements

7+ years of technical experience in Customer Success, Technical Account Management, post-sales engineering, cybersecurity consulting, or a comparable customer-facing technical function.

3+ years of experience directly managing or leading a customer-facing technical team, with demonstrated success hiring, coaching, developing, and retaining high-performing talent.

Strong foundational knowledge of cybersecurity domains such as security operations, endpoint security, cloud security, identity, networking, or related technologies.

Hands-on experience with SaaS security solutions or enterprise cybersecurity platforms and the technical credibility to engage with senior security practitioners.

Proven experience creating or scaling customer adoption methodologies, playbooks, operating models, or team processes.

Strong analytical and operational skills, with the ability to use customer usage, consumption, retention, and expansion data to prioritize actions and guide strategy.

Demonstrated ability to translate technical capabilities into measurable customer and business outcomes.

Excellent executive communication, presentation, coaching, and interpersonal skills, with the ability to influence technical and business stakeholders.

Comfortable operating at both strategic and tactical levels, from designing team-wide systems to personally supporting complex technical customer situations.

Strategic, systems-oriented mindset with strong organizational skills and the ability to manage competing priorities effectively.

Industry certifications such as Security+, CISSP, AWS, Azure, or Kubernetes are a plus.

Must be authorized to work in the United States without current or future employment-based visa sponsorship.

Benefits

• Remote work opportunity within the United States.
• Comprehensive health benefits and paid time off.
• Pre-partum, maternity, parental, medical leave, and adoption assistance.
• Mental health and wellness program with an annual wellness incentive.
• 401(k) plan with company match.
• Pet insurance.
• Collaborative and innovative work environment.
• Opportunity to lead and scale a strategic customer success function within a cybersecurity and AI-focused environment.
• Opportunities to develop teams, influence product strategy, and work directly with enterprise customers and senior stakeholders.