Provide guidance on best practices, integrations, and platform usage optimization.
Escalation & Incident Management
Own and drive resolution of critical support escalations and high-priority incidents, and long-pending issues
Coordinate cross-functional teams, including Support, Engineering, QA, Product Management, and Operations.
Ensure timely communication, stakeholder alignment, and adherence to resolution timelines.
Facilitate Root Cause Analysis and post-incident reviews for major customer-impacting issues.
Customer Advocacy & Executive Reporting
Represent the Voice of the Customer internally and advocate for customer requirements.
Track feature requests, product feedback, and enhancement opportunities.
Prepare executive-level reports highlighting account health, open risks, escalations, adoption metrics, and success outcomes.
Identify renewal risks and collaborate with Sales on retention and expansion opportunities.
Operational Excellence
Track customer commitments, deliverables, support cases, and project milestones.
Maintain accurate account documentation, action plans, and customer success records.
Drive accountability across internal teams to ensure customer commitments are met.
Required Qualifications
Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
5+ years of Customer Success, Technical Account Management, Enterprise Support, or related customer-facing experience.
5+ years of experience in SaaS environments.
Strong understanding of enterprise IT infrastructure and security concepts.
Experience managing enterprise customers and complex technical escalations.
Excellent verbal, written, presentation, and stakeholder management skills.
Ability to communicate effectively with both technical teams and executive leadership.
Strong project management, prioritization, and organizational skills.
Preferred Qualifications
Experience in Cybersecurity, Vulnerability Management, Compliance, or Risk Management domains.
Familiarity with PCI-DSS, NIST, Vulnerability Management, Web Application Security, or Cloud Security.
Certifications such as Security+, PMP, CISM, CISSP, ITIL, or equivalent.
Prior experience with enterprise security platforms and customer success methodologies.
Success Metrics
Customer Retention and Renewal Rate
Customer Health Score
Product Adoption and Utilization
Escalation Resolution Effectiveness
Customer Satisfaction (CSAT)
Reduction in Revenue Risk
QBR/MBR Completion and Customer Engagement
Executive Stakeholder Satisfaction
This version positions the role clearly within the Support team, emphasizes technical ownership, enterprise account management, and differentiates it from a traditional Customer Success role by highlighting escalation management, incident ownership, and technical advocacy.
