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Technical Customer Success Manager
PresencialTiempo completoCybersecurity
Own the post-sale lifecycle for international B2B SaaS customers across Israel, Europe, and APAC. Drive adoption, retention, renewals, and expansion while serving as a commercially and technically credible customer contact.
Responsabilidades
- Own the post-sale customer lifecycle across onboarding, adoption, technical health, renewals, and expansion.
- Drive retention, renewals, upsell, and cross-sell revenue across the international region.
- Act as the commercial and technical point of contact for a portfolio of customer accounts.
- Increase deployment coverage and product adoption by identifying gaps between purchased and instrumented capabilities.
- Own runtime policy tuning, integration depth, and signal quality within customer environments.
- Run business reviews focused on security outcomes and product usage.
- Apply tiered customer coverage for strategic accounts and the broader customer base.
- Build health scoring and risk assessments to identify and mitigate churn risk.
- Improve regional renewal and expansion processes, including forecasting and pipeline management.
- Partner with Sales on commercial opportunities and with Product and R&D on customer feedback and roadmap input.
- Coordinate with Technical Account Management and Support and Operations on onboarding, escalations, and engineering issues.
- Escalate and resolve critical customer issues.
- Represent regional customer needs in internal strategy and product discussions.
- Develop repeatable customer-success processes as the international customer base grows.
Requisitos
- At least 4 years of experience in a customer-facing post-sales role within B2B SaaS, such as Technical Customer Success Manager, Technical Account Manager, or Solutions Engineer.
- Several years of experience in cybersecurity or a closely related technical domain, such as cloud security, application security, or DevSecOps.
- Demonstrated ownership of renewal and expansion or upsell targets in B2B SaaS.
- Hands-on experience with Kubernetes, containerized environments, Linux, and at least one major cloud platform.
- Strong understanding of cloud infrastructure, application architecture, APIs, and security-tool integrations.
- Working knowledge of application security, vulnerability management, and SOC operations.
- Experience engaging directly with security engineers, CISOs, SOC teams, platform teams, and DevOps engineers.
- Commercial acumen and experience contributing to renewal or expansion forecasting.
- Fluent written and spoken Hebrew and English.
- Experience with customer-success tools and CRM platforms such as Vitally, Totango, or Salesforce.
- Based in Israel and able to travel to customers and company offices as needed.
- Willingness to work across time zones supporting European and APAC customers, with occasional overlap with US colleagues.
Se valora
- Familiarity with runtime security, eBPF, or application observability tools.
- Experience integrating SIEM or observability platforms.
- Relevant technical or security certifications or an engineering or solutions architecture background.
- Experience partnering with Support and IT or Security teams on shared workflows.
- Experience building processes at an early-stage company.
- An additional European language.