Director of Technical Customer Success

Sales · New york, New York
Department Sales
Employment Type Full-Time
Minimum Experience Manager/Supervisor

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.

The ideal candidate will be passionate about this role that allows them to lead a team of expert in Application Security and make a demonstrable impact across our customer base. Specific responsibilities include, but are not limited to, the following:

    • Successfully onboard customers by guiding them through the architecture, deployment, and configuration of Cycode’s technology.
    • Complete the onboarding process for new customers by ensuring they are ready to administer the Cycode platform with best practices for maintenance and usage.
    • Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer journey to ensure complete adoption, full realization of business value, and that any unmet needs are documented and prioritized for the roadmap.
    • Translate business objectives into measurable outcomes for customers
    • Assist with renewal activities (e.g. QBR’s, BVA’s) to ensure our customers are growing and renewing on-time.
    • Conduct regular Technical Health Check calls to review the following:
      • Technical use cases are satisfied
      • Identify new technical use cases
      • Business objectives are being met
      • Identify any new or departing stakeholders within the customer
      • Gather product feedback for internal prioritization
      • Educate on new features
    • Identify and communicate any renewal risk to leadership and collaborate on “Save Plan”.
    • Coordinate roadmap calls for customers with PM leadership as needed.
    • Serve as the point of escalation and engagement for any Support issues.
    • Identify gaps in documentation and contribute to updates for our training content.
    • Deliver ad-hoc training and education sessions for individual customers and in webinar format.
    • Provide Marketing team with customers best suited to collaborate with us on our advocacy and evangelism activities.
    • This team will support EMEA and US (East coast) customers. 

Job Requirements

    • Experience in managing a Technical CSM team - MUST
    • 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
  • Minimum Experience