[Remote] Senior Technical Customer Success Manager (US- East Coast)

Note: The job is a remote job and is open to candidates in USA. LayerX Security is seeking a Senior Technical Customer Success Manager with a strong technical background and a passion for helping customers succeed. In this role, you will work closely with customers to integrate and optimize technology solutions while ensuring they achieve their goals and see value. The ideal candidate will have excellent communication skills and a proactive approach to problem-solving.

Responsibilities

• Onboarding & Implementation: Lead new customer onboarding, ensuring smooth setup and tailored implementation through collaboration with Product and Engineering
• Account Ownership: Act as the main technical contact for customers, managing escalations, monitoring adoption, and driving value throughout the account lifecycle
• Product Mastery: Maintain deep expertise in product features and updates to guide customers effectively and ensure optimal usage
• Customer Success & Growth: Build strong relationships, conduct regular check-ins and business reviews, and identify upsell/cross-sell opportunities to support customer satisfaction and expansion
• Enablement & Education: Deliver technical training, workshops, and documentation to educate users and promote product self-sufficiency
• Cross-Functional Collaboration: Partner with Sales during renewals, Product, and Engineering to support renewals, surface feedback, and ensure successful deployments
• Insights & Optimization: Use analytics to monitor health metrics and usage trends, delivering data-driven recommendations to enhance customer outcomes
• Escalation Handling: Manage technical escalations with urgency, coordinating resources and ensuring resolution to meet customer expectations

Skills

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

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