Technical Customer Success Manager (Founding Role)
The Ocean Security Technical Customer Success Manager position is a pioneering role for an individual with a strong background in Technical Customer Success, Solutions Architecture, or Sales Engineering within the Cybersecurity sector. Reporting to the VP of Sales, you will be responsible for defining the customer journey, selecting the tech stack, and building workflows from scratch for US enterprise clients.
Responsibilities
Build from Scratch: Architect, design, and implement the entire Technical Customer Success strategy, operational workflows, and playbooks for the US market.
AI-Driven Workflows: Architect and integrate the Customer Success tech stack, heavily leveraging advanced AI technologies to build smarter, automated internal workflows and optimize product feedback loops.
Technical Onboarding & Deployment: Act as the primary technical point of contact for US clients, ensuring seamless integration, optimal deployment of our AI agents, and long-term technical value.
Product Evolution Collaboration: Act as a bridge between US enterprise clients and our R&D teams, understanding how to leverage AI telemetry to help build a smarter, more advanced product.
Customer Advocacy & Threat Mitigation: Proactively monitor customer health, manage technical escalations regarding complex email threats, and collaborate with Product and Engineering teams to align our roadmap with client needs.
Future Leadership: Establish KPIs and benchmarks to eventually hire, mentor, and lead a high-performing team of Technical CS professionals as the region scales.
Requirements
Minimum of 5+ years of experience in a Technical Customer Success, Solutions Architecture, or Sales Engineering role within the Cybersecurity sector. Practical experience actively working with modern AI technologies is a major advantage.
AI & Technical Savvy: Strong understanding of how to leverage AI to optimize development workflows, automate processes, and scale operations intelligently.
Startup DNA: Proven track record working in fast-paced startup environments, comfortable with ambiguity, and capable of building structures where none exist.
Ownership: Highly independent, self-motivated, and capable of executing both high-level strategy and day-to-day tactical tasks.
Communication: Exceptional verbal and written communication skills, able to articulate complex technical concepts to both C-level executives and technical practitioners.
Location
Must be based on the US East Coast and comfortable managing a fully remote workspace while supporting clients across various US time zones.
What We Offer
The unique opportunity to be the founding member of the US CS function with a direct path to leadership.
A fully remote, flexible work environment.
Competitive salary, equity package, and comprehensive benefits.
A deeply technical culture at the forefront of AI innovation and cybersecurity defense.