Technical Customer Success Manager Endpoint Security

· Own and drive resolution of critical customer escalations from identification through closure.

· Act as the customer advocate internally, ensuring timely communication and accountability across teams.

· Proactively identify risks to customer satisfaction and develop mitigation plans.

· Demonstrate strong analytical and problem-solving skills when navigating technical and business challenges.

· Partner closely with Sales teams to support account growth, retention, and customer advocacy.

· Own and report on key customer success metrics including Net Revenue Retention (NRR), product adoption rates, CSAT/NPS scores, and renewal forecasts. Use these signals proactively to identify at-risk accounts and build data-driven action plans that protect and grow the customer base.

· Use customer health metrics, adoption data, and business insights to identify opportunities and risks.

· Maintain executive-level relationships and effectively communicate value realization to business leaders.

· Contribute to customer renewal and expansion strategies through technical and business guidance, including connecting endpoint security posture to broader platform discussions spanning email security, identity, cloud, and SASE.

· 8 + years of experience in Customer Success, Technical Account Management, Security Engineering, Professional Services, or related customer-facing cyber security roles.

· Strong hands-on knowledge of endpoint security technologies, including EDR/EPP platforms, antivirus and anti-malware solutions, and endpoint detection and response capabilities. Familiarity with OS-diverse environments (Windows, macOS, Linux), VDI and remote workforce deployments, MDM/UEM integrations, and common endpoint attack scenarios including ransomware and supply chain threats.

· Experience managing enterprise customer relationships.

· Proven ability to communicate effectively with both technical and non-technical audiences.

· Experience handling high-priority customer escalations and driving cross-functional resolution.

· Strong written, verbal, and presentation skills.

· Ability to analyze data and use customer insights to drive recommendations and business outcomes.

· Familiarity with security frameworks such as NIST, CIS Controls, and Zero Trust.

· Experience presenting to executive leadership, including CIOs, CISOs, and other C-suite stakeholders.

· Demonstrated ability to thrive in a fast-paced, high-growth environment.