Senior Technical Success Manager

Role

We are looking for a Senior Technical Success Manager to join our team. This is a Remote (Central Region: Minnesota, Illinois, Wisconsin, or Ohio / Central or Eastern time zone) role, reporting to the Manager, Technical Success in the Customer Success department. In this role, you will drive deep product adoption and oversee technical strategy for top-tier customers, serving as a primary technical advisor to resolve intricate infrastructure challenges, provide expert implementation consulting, and ensure customer requirements directly inform ongoing product development.

What you’ll do (Role Expectations)

• Manage premium customer support relationships across multiple channels while maintaining elite standards for responsiveness and service quality
• Partner with Field Sales to drive successful adoption, and serve as a trusted advisor for web and email security implementation projects
• Act as the dedicated liaison for Premium Support customers, managing escalations and providing critical cloud update notifications to ensure optimal availability
• Deliver high-impact on-site and virtual product training to empower customers with the latest security technologies
• Monitor customer environments to provide proactive recommendations and translate field insights into product requirements for the Product Management team

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Extensive experience in technical account management or customer success, with a focus on supporting web and email security solutions
• Bachelor’s degree in computer science or engineering, or equivalent professional industry certifications
• Expert-level knowledge of enterprise networks, infrastructure, advanced protocol workflows, and troubleshooting tools such as Wireshark, WinMTR, or Fiddler
• Demonstrated ability to communicate complex technical solutions clearly, influence customer leadership and engineers, and manage strategic projects end-to-end to drive customer value
• Willingness to travel up to 25%

What Will Make You Stand Out (Preferred Qualifications)

• Advanced knowledge of core network protocols, packet capture analysis, L2/L3 devices, security concepts like IPS/IDS/DLP, and authentication protocols such as SAML and LDAP
• Proficiency in shell scripting and SQL combined with a strong understanding of Cisco or Juniper routing and switching architectures