Senior Technical Customer Success Manager, Material Security
$140-180k
Email & cloud office security
Be an early applicant
Email & cloud office security
21-100 employees
Be an early applicant
$140-180k
21-100 employees
Company mission
Their goal is resilience, and they build security that works (and works simply).
Role
Who you are
- Material Security is looking for a Senior Technical Customer Success Manager (TCSM) who excels at creating fanatic customers for life
- Track Record: 5+ years of experience in a customer-facing post-sales or implementation role in SaaS environments; cybersecurity or identity management experience is a big plus
- Technical Acumen: Our product is complex and our customers are technical security team members. The ability to quickly understand product and subject area questions, suggest technical solutions, participate in open ended discussions, and assess a plan of action all helps build the trust of our customers
- You are familiar with SQL, Chrome developer tools, and APIs
- You have knowledge and industry experience relevant to our security space
- You have domain expertise in security, cloud email, IT, Google/Office 365, SSO, etc.
- Customer Empathy: Have sincere empathy for the customer and a commitment to delving deep into the challenges they present or experience; our TCSMs have a natural tendency to take on new and unique customer asks/requirements
- Clear Communication: Our customers trust us because we speak to them as peers, communicating plainly, clearly, succinctly, honestly, and at appropriate times. We do not use “word salads”, and we clearly communicate verbally and in writing, particularly in asynchronous channels
- Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment
- Growth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality
What the job involves
- Our customer experience is a competitive advantage and this role is key to defending that advantage
- You will be the face of our company for our customer and collaborate with almost every team at the company: Sales, Solutions, Product Support, and the rest of EPD to ensure customers have the best experiences possible
- You will work closely with our customers to drive product adoption and retention, and minimize churn
- Success in this role is seeing your customers become vocal champions of our company and product, along with helping mature our Customer Success organization
- Our TCSMs are product experts, technical advisors, and customer advocates, and are an integral part of our continued growth
- You'll build and nurture strong relationships with our customers to help them get as much value out of our products as possible
- Provide advanced product-level technical expertise, leading account setup, complex deployments and resolving intricate technical challenges
- Build and act on account plans that move the customers forward through each stage of the maturity model
- Thoroughly understand our customers’ business needs, organizational structure, profile, product usage, and risks
- Organize and lead value-focused executive business reviews (EBR) at least once per year with each customer
- Communicate frequently with customers about new features and roadmaps, and find opportunities for expanding which Material products are used
- Lead customer escalations, and coordinate with internal teams and resources to ensure timely and effective resolution
- Aggregate customer product feedback, translate, and prioritize new features for product and engineering teams, advocating for the customer when needed
Our take
Email hacks are a real and immediate threat for businesses. Material Security is setting out to solve this problem by protecting companies and their employees.
Material Security was founded following the 2016 election hacking scandal, tapping into widespread demand for more resilient email protection. The company is led by a team of experienced ex-Google and Dropbox managers, which has shaped its tech considerably. The company is now valued at over $1 billion, an impressive testament to the quality of its solutions.
Material Security's main challenge will be competing with rival security providers. However, given its unicorn status, the company is likely to scale even further in the coming years and is well poised to open up a significant market lead.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
May 2022
$100m
SERIES C
May 2021
$40m
SERIES B
Total funding: $162m
Company benefits
- Remote work flexibility
- Equity
- 100% coverage of Health, Dental, & Vision premiums for employees + dependents
- 401k plan
- Parental leave & fertility support
- Unlimited vacation policy
- Reimbursement for your dream home office
- Reimbursement for cell phone & internet
- Quarterly company offsites
- Secret & "totally a surprise" birthday treat
- Monday morning weekend updates
Company HQ
Centennial, Redwood City, CA
Leadership
Ryan Noon
(Co-Founder & Chairman)Worked as an Engineering Lead at Ayasdi, and founded Parastructure, which was acquired by Dropbox. Went onto serve as an Engineering Manager at Dropbox.
Abhishek Agrawal
(Co-Founder & CEO)Previously worked as a Software Development Engineer at Microsoft Office Labs, and was a Senior Product Manager at Dropbox.
Christopher Park
(Co-Founder & VP Engineering)Worked as a Senior Software Developer at Camstar Systems, and was a Software Engineer at Google and Parastructure. Joined Dropbox as an Engineering Manager.
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