Sr Scaled Customer Success Manager

Material Security is looking for a Senior Scaled Customer Success Manager (Sr. Scaled CSM) to build lasting relationships with our SMB and Mid-Market customers. In this role, you will serve as the primary point of contact for our customers with

Responsibilities

• Fully own your book of business which will consist of 150-200 accounts totaling $2-5M ARR.

• Support your customers in moving through their lifecycle touchpoints at scale, including process improvements and providing escalated support when necessary.

• Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.

• Provide guidance and assistance on any new documentation needed to maximize scaled success.

• Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through onboarding, adoption, renewal and beyond.

• Drive proactive async customer touchpoints, including new feature and roadmap updates, and find expansion opportunities at scale..

• Act as an advocate for scaled customers internally.

What We’re Looking For

• Track Record: 3+ years of experience in Scaled Customer Success, Technical Account Management, or a similar customer-facing role within a SaaS company.

  • Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies, as well as cybersecurity or identity management experience, are all a big plus.

• Technical Acumen: 3+ years of hands-on work in SQL or writing code, including custom API-based integrations, and domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, required.

  • You should be able to learn new tools & technologies quickly, and be able to communicate the product and problem space fairly deeply

• Data-Driven Mindset: Ability to interpret and utilize analytical insights is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities at scale.

• Project Management: Ability to multitask across a large book of business and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills.

• Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment.

• Growth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality.

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Material Security is a remote-first workplace with an office in San Francisco, California.

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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $150,000 - $175,000.