Technical Customer Success Manager - US

Sales · New york, New York
Department Sales
Employment Type Full-Time

This is a unique opportunity to join an exciting early stage startup experiencing hypergrowth in a white-hot segment of the cybersecurity space.Cycode is a rapidly growing cybersecurity startup and creator of the world’s first complete software supply chain security solution. According to Gartner, software supply chain attacks (like the one that impacted Solarwinds) will affect 45% of organizations and grow three-fold by 2025. Unfortunately, traditional AppSec offers little protection against these devastating threats. That’s where Cycode comes in. Our platform provides customers with complete visibility, security, and integrity across all phases of the software development lifecycle (SDLC) — to prevent them from becoming the next Solarwinds.Cycode was founded in 2019 and is backed by top venture capital firms YL Ventures and Insight Partners. We’ve received numerous awards and recognition including being named one of the top cybersecurity startups in the Cyber Defense Magazine Top 100 (2020), Accel 2021 Euroscape Top 100, Analytics Insight “Top Cybersecurity Companies to Watch in 2021”, winner of the 2021 Cyber Defender Award and a finalist for the 2021 CISO Choice in Application Security.

We are looking for Technical Customer Success Managers with a proven track record to join our Customer Success team. As a Technical Customer Success Manager (TCSM), you will report to the Director of Customer Success and be a strategic member of our team, working closely with Sales, Marketing, Product, and Operations. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customer’s pain points and help them achieve the business outcomes based on your experience and Cycode’s capabilities. To be successful in this role, you must have experience in software development and/or cybersecurity. You must be able to articulate technology in both technical and non-technical terms. That is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.

Key Responsibilities

  • Lead the onboarding process for new customers and ensure they are ready to own the Cycode platform by educating them on how to best administer and use it 
  • Guide customers through the architecture, deployment, and configuration of Cycode’s technology both during and after onboarding, acting as a technical advisor and contributor to best practices
  • Define, drive, and demonstrate value and sustainable success by serving as a subject matter expert and trusted advisor for customers
  • Assist with coordinating renewal activities to ensure successful and on-time renewals
  • Translate business objectives into real change and ROI for customers
  • Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle
  • Align with technical stakeholders and executive decision-makers at customers, and conduct activities to drive that relationship through 
  • Conduct regular sync calls and quarterly executive business reviews to continuously drive new value for the customer and demonstrate existing value
  • Promote and educate customers on new features and capabilities added to the Cycode platform
  • Act as the main point of contact between customers and Support/Engineering regarding any issues they encounter and investigations undertaken
  • Provide timely, constructive feedback to the product team for feature requests, enhancements, and blockers
  • Establish and contribute to architecture, solutions, use-case best-practices and conduct best-practice workshops
  • Contribute to the training content and conduct training sessions
  • Help Marketing teams to identify advocacy and evangelism opportunities for customers

This position will support EMEA and US (East coast) customers. 

Job Requirements

  • 3+ years of customer success or technical account management experience with enterprise software
  • 2+ years of software application development and/or cybersecurity experience
  • Working proficiency with Kubernetes
  • Familiarly with DevSecOps concepts
  • Familiarity with modern scripting and programming languages
  • Familiarity with SCM tools like GitHub, GitLab, Bitbucket
  • Familiarity with cloud providers like AWS, Azure, GCP
  • Good presentation skills
  • Professional with high integrity
  • Resilient with a positive attitude
  • Self-starter with intellectual curiosity
  • Team player ready to help others
  • Willing and able to travel domestically and internationally (up to 25% of the time)

Thank You

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  • Location
    New york, New York
  • Department
  • Employment Type