Senior Technical Customer Success Manager, US East Coast

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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LayerX Security

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

LayerX Security is an innovative browser security platform designed to protect enterprises from web-borne threats and risks associated with browser usage. It integrates seamlessly with any browser, providing advanced security solutions such as monitoring risky browser extensions, preventing data leakage, and offering protection against identity threats and SaaS vulnerabilities. LayerX focuses on enabling organizations to maintain productivity while safeguarding sensitive data, ensuring secure access for both managed and unmanaged devices.

📋 Description

• Lead new customer onboarding and ensure smooth setup and tailored implementation • Collaborate with Product and Engineering during onboarding and implementation • Act as the main technical customer contact throughout the account lifecycle • Manage escalations, monitor adoption, and drive customer value • Maintain deep expertise in product features and updates • Build customer relationships and conduct regular check-ins and business reviews • Identify upsell and cross-sell opportunities • Deliver technical training, workshops, and documentation • Promote user self-sufficiency and product education • Partner with Sales during renewals • Work with Product and Engineering to support renewals and surface customer feedback • Use analytics to monitor health metrics and usage trends • Deliver data-driven recommendations to improve customer outcomes • Coordinate resources to resolve technical escalations and meet customer expectations

🎯 Requirements

• 4+ years of experience in Customer Success, Account Management, or a similar client-facing technical role • Experience in a SaaS or startup environment • Experience with a technical product • Native level English or near-native • Cyber Security background • Proven track record of managing and renewing, with Sales, a portfolio of strategic accounts • Experience building strong customer relationships and driving adoption and value realization • Strong technical aptitude and ability to explain complex concepts to technical and non-technical stakeholders • Experience managing escalations and high-priority issues • Proficiency with customer success platforms such as Zendesk, Intercom, or Gainsight • Proficiency with CRM tools such as Salesforce • Proficiency with collaboration tools such as JIRA or Monday.com • Excellent communication, presentation, and problem-solving skills • Data-driven approach to decision-making • Strong organizational skills and ability to manage multiple priorities and deadlines • Bachelor’s Degree (or equivalent work experience) in Business, Economics, Information Technology, Engineering, or a related technical field • Preferred: advanced understanding of Network Security, especially browser security • Preferred: knowledge of APIs, system integrations, and data analytics tools

🏖️ Benefits

• Impact: Play a key role in driving customer success and ensuring our solutions make a meaningful difference to clients’ businesses • Opportunities for continuous learning and career development in both technical and customer success areas • Dynamic, inclusive team culture focused on collaboration, innovation, and exceptional customer experiences • Remote work arrangement for the East Coast, with the posting labeled 'Remote East Coast LayerX Hybrid'