Senior Technical Success Manager

About the role

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. 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.

Responsibilities

• 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

Requirements

• 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%

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

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more

Pay

Base Pay Range $143,500—$205,000 USD