Technical Success Manager, Maze

• This role is perfect for a security practitioner or highly technical CSM who wants to be the trusted technical advisor that customers rely on, with the opportunity to eventually build and lead the entire customer success function
• Cybersecurity Domain Expertise: Deep understanding of security workflows, vulnerability management, risk assessment, or related security disciplines—you must be able to speak the language of security engineers and understand their daily challenges and priorities
• Technical Excellence: Strong technical foundation with ability to quickly master complex products, configure integrations, troubleshoot technical issues, read API documentation, and explain technical concepts clearly to both technical and executive audiences
• Relevant Customer Experience: 3-6 years in customer-facing roles with proven track record of driving adoption and customer success—we're open to security practitioners transitioning to customer roles, technical CSMs, product managers, analysts, or consultants moving into customer success
• Relationship Building Mastery: Exceptional ability to build trusted relationships with technical practitioners and executive stakeholders alike, becoming the go-to person customers rely on for guidance, support, and strategic advice on their security operations
• Hands-On Implementation Mindset: Proven experience or strong aptitude for hands-on technical work—comfortable being in the product daily, building configurations, solving complex problems, and working shoulder-to-shoulder with customers rather than just managing relationships
• Process Builder Mentality: Track record of creating scalable systems, documentation, and processes from scratch—excited about building playbooks, knowledge bases, and operational frameworks that enable customer success at scale
• Startup Velocity and Ownership: Thrives in fast-paced, 0-to-1 environments with comfort making decisions without perfect information, taking full ownership of outcomes, and moving quickly between detailed technical execution and strategic customer conversations
• Communication Excellence: Outstanding verbal and written communication skills with ability to explain complex technical concepts clearly, run effective workshops, and build rapport across all levels from security engineers to CISOs and board members

Desirable

• As Technical Success Manager at Maze, you'll be the founding post-sales hire who owns the complete technical relationship with our customers throughout their lifecycle, ensuring they achieve extraordinary outcomes with our AI-powered cybersecurity platform
• This is a unique opportunity to join as one of the early team members of a well-funded startup building at the intersection of generative AI and cybersecurity, working directly with our VP of Operations to define what world-class technical customer success looks like from the ground up
• You'll take full ownership of the technical customer journey from contract signature through ongoing partnership, conducting hands-on onboarding with security teams, driving feature adoption and deeper product integration, providing expert technical consultation, and partnering closely with account executives on renewals and expansion discussions
• Your success will be measured by time to value, daily product adoption, and your ability to build customers into raving fans who expand their usage and become advocates
• Unlike traditional CSM roles, this is fundamentally a technical position requiring genuine cybersecurity domain expertise. You'll need to understand vulnerability management workflows, security engineering challenges, and how AI agents can transform security operations
• You'll spend your days configuring complex integrations, troubleshooting technical issues, running workshops on advanced product capabilities, and translating security team needs into product requirements
• This is hands-on technical work combined with strategic relationship ownership—you'll be as comfortable in API documentation as you are presenting quarterly business reviews to CISOs
• Own End-to-End Technical Relationships: Serve as the primary technical point of contact throughout the customer lifecycle, building deep trusted relationships with security engineering teams and their leadership while ensuring continuous value realization from our AI agent platform
• Drive Rapid Customer Activation: Lead hands-on technical onboarding including workshops, configuration sessions, and integration implementation with customer security teams, optimizing for rapid time-to-value and immediate daily adoption of core capabilities
• Enable Ongoing Product Excellence: Conduct regular technical check-ins and proactive outreach to drive deeper feature adoption, help customers maximize platform value, and ensure they're leveraging our AI agents effectively as their security workflows evolve
• Build Scalable Success Operations: Create comprehensive technical playbooks, troubleshooting guides, and self-serve documentation that enable customers to succeed independently while establishing repeatable processes that will scale as our customer base grows
• Partner on Revenue Growth: Work closely with account executives throughout renewal and expansion discussions, providing technical insights on customer health, identifying upsell opportunities based on usage patterns, and championing customer outcomes in commercial conversations
• Champion Customer Voice: Systematically gather customer feedback and technical insights, working with product and engineering teams to prioritize features and improvements that drive adoption, solve real security challenges, and expand our competitive differentiation
• Establish Technical Support Excellence: Handle complex technical support queries while building the foundation for scalable support operations, driving down ticket volume through better documentation and increasing customer self-sufficiency over time
• Build Customer Advocacy: Identify and nurture satisfied customers into references, case study participants, and champions who can speak to the value of our AI-powered approach to vulnerability management
• Founding Technical Success Role: Join as the first technical customer success hire and define what exceptional looks like for AI-powered cybersecurity customer relationships—you'll build the playbooks, establish the standards, and own the complete technical customer experience
• Direct Customer Impact: Your work will have immediate, measurable influence on customer outcomes and company success—every customer you activate, every integration you implement, and every expansion you enable directly contributes to our growth trajectory
• Ambitious Challenge: We're using generative AI (LLMs and agents) to solve some of the most pressing challenges in cybersecurity today. You'll help security teams discover and adopt breakthrough capabilities that fundamentally transform their vulnerability management workflows
• Expert Team: We are a team of hands-on leaders with experience in Big Tech and Scale-ups. Our team has been part of the leadership teams behind multiple acquisitions and an IPO
• Impactful Work: Cybersecurity is a force for good—helping to stop cyber attacks ultimately helps deliver better outcomes for all of us. Your technical expertise will directly enable security teams to protect organizations worldwide
• Build an AI-Native Company: We're building a new company in the AI era with the opportunity to design everything from the ground up—you'll define technical customer success practices for AI agent platforms that don't exist anywhere else yet
• Limitless Growth Trajectory: Clear path to building and leading the entire customer success team or becoming Head of Customer Success as we scale, with opportunities to expand into product management or solutions engineering based on your interests and strengths—significant equity upside and direct partnership with experienced leadership
• Limitless Growth Trajectory: Clear path to building and leading the entire customer success team as we scale, with opportunities to expand into product management or solutions engineering based on your interests and strengths—significant equity upside and direct partnership with experienced leadership