Technical Customer Success Manager

11 hours ago

Bucharest, Bucureşti, Romania coverletter Full time

Client: A leading cybersecurity company provides real-time cyber risk management and full attack surface protection across cloud and on-prem environments. It supports major enterprises and government entities in securing critical infrastructure and operations.

Contract: Undetermined

Location: This will be an Office-based role in Bucharest (2-3 days a week)

We are seeking a Technical Customer Success Manager (T.CSM) to join our dynamic Customer Success team. In this role, you will play a critical part in driving strategic value for our customers by ensuring successful adoption and ongoing utilization of our internal platform. You'll work directly with CISOs, technical teams, and business stakeholders to align capabilities with organizational goals, deliver impactful use cases, and maximize ROI.

The ideal candidate combines technical depth with strong relationship management skills, acting as both a hands-on platform expert and a trusted advisor throughout the customer lifecycle.

Tasks
  • Manage a portfolio of up to 40 enterprise accounts, guiding them from onboarding through renewal.
  • Collaborate with Sales and PreSales to define and execute Success Plans aligned to customer objectives and security goals.
  • Lead technical onboarding, implementation, and configuration of the client's platform across customer environments.
  • Identify growth opportunities by aligning the client's innovations with customer use cases and security initiatives.
  • Build strong relationships with technical stakeholders, driving platform adoption, engagement, and satisfaction.
  • Serve as the technical liaison between customers and internal teams such as Engineering, Product, Sales, and Enablement.
  • Provide ongoing support and strategic guidance via regular touchpoints (monthly, quarterly, or digital reviews).
  • Track customer health and engagement metrics using Gainsight, proactively identifying risks and ensuring retention.
  • Document and escalate feature requests or product concerns to influence roadmap decisions.
  • Ensure customer environments are optimized for best performance and aligned with evolving security needs.
  • Maintain deep knowledge of the client's capabilities, product roadmap, and third-party integrations.
Requirements
  • Fluent English speaker (supporting EMEA customers); additional fluency in Hebrew, Italian, French, German, or Spanish is a strong advantage.
  • 5+ years in Customer Success, Technical Account Management, Post-Sales Engineering, or Professional Services in a B2B SaaS or enterprise technology environment.
  • 2+ years of experience in Cybersecurity or Networking, or a related academic background in System Security.
  • Proven ability to manage complex technical projects, resolve customer issues, and deliver high-impact solutions.
  • Exceptional interpersonal, communication, and presentation skills.
  • Strong technical acumen and ability to guide enterprise security implementations and integrations.
  • Experience using customer success platforms (e.g., Gainsight) to manage and monitor customer health.

Preferred Qualifications:

  • Background as a CSM or TAM in a Cybersecurity SaaS company.
  • Familiarity with key verticals such as Healthcare, Automotive, or Retail.
  • Hands-on experience implementing enterprise security programs or network solutions.
Benefits
  • Stock options and performance-based bonuses
  • 20 vacation days plus 12 personal "ME" days annually
  • Comprehensive healthcare coverage
  • Covered travel expenses for international trips and work events
  • Access to professional development programs and internal learning platform
  • Complimentary in-office snacks and catering

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