Customer Success Engineer
CARTO
CloudSQL
Technical Customer Success Manager
Cycode | Complete ASPM
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
Kubernetes
About the role
- Serve as the primary point of contact for customers, building strong relationships and ensuring their success with Cycode products
- Manage multiple accounts from mid-sized enterprises through Fortune 500 companies across different industries
- Understand customer pain points, compelling events, business goals, success measures, and desired outcomes; drive the customer to success
- Onboard new customers; increase product adoption and usage; ensure timely renewals while minimizing churn; uncover expansion opportunities
- Align with technical stakeholders and executive decision-makers; conduct regular project calls and periodic business reviews (QBRs, EBRs) to drive and demonstrate value
- Act as a client advocate by collaborating with internal teams (product development, customer support) and providing feedback to improve product and services
- Ensure clients are trained on the Cycode platform and educated on administration and optimization to drive ROI and business impact
- Proactively promote and educate customers on new features and capabilities of the Cycode platform
- Capture and document customer-specific use cases, configurations, and other factors throughout the customer lifecycle
- Create advocacy and evangelism opportunities for customers
- Report to the Director of Customer Success and work with Customer Success Engineers, Product Leaders, and Worldwide Technical Support
Requirements
- 8+ years of customer success or technical account management experience with enterprise software
- 8+ years in the software development and/or application security industry
- Expertise in project management with experience managing Fortune 500 customers and/or complex projects that have achieved high customer satisfaction
- Experience managing at least $3M in ARR and/or 15 enterprise customers
- Strong technical acumen and high integrity, with experience in application security and/or DevSecOps/DevOps
- Excellent interpersonal and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs
- Strong problem-solving skills, with the ability to identify and address customer needs
- Team player ready to help others
- Self-starter with intellectual curiosity
- Familiarity with SCM tools like GitHub, GitLab, Bitbucket
- Familiarity with modern scripting and programming languages - advantage
- Experience working with Planhat as CSM CRM - advantage
- Working proficiency with Kubernetes - advantage
- Ability to articulate technology in both technical and non-technical terms and conduct technical deep dives and executive-level conversations
