Team Manager, Customer Success Workspace

We are seeking a highly motivated and customer-focused Manager, Technical Customer Success to lead a team of Technical Customer Success Managers (TCSMs) supporting our cyber security customers. This leader will be responsible for building a high-performing, customer-obsessed organization that delivers exceptional technical guidance, drives customer outcomes, and maximizes customer retention and growth.

The ideal candidate combines strong endpoint security expertise, people leadership experience, and a startup mentality. They are passionate about developing talent, establishing scalable customer success processes, and serving as an executive-level partner to customers and internal stakeholders.

Job Description

Leadership & Talent Development

• Lead, mentor, and develop a global team of Technical Customer Success Managers.
• Establish clear performance expectations, career development plans, and success metrics for the team.
• Foster a culture of accountability, ownership, collaboration, and customer obsession.
• Coach team members on executive presence, customer engagement strategies, technical expertise, and escalation management.
• Drive hiring, onboarding, and workforce planning activities to support business growth.

Customer Success & Strategic Advisory

Ensure the team serves as trusted post-sales advisors for assigned customers.

• Build and maintain executive relationships with strategic accounts, including CIOs, CISOs, and senior business leaders.
• Partner with the team to translate technical challenges and security risks into business outcomes and recommendations.
• Oversee customer adoption, engagement, and retention strategies to maximize long-term value realization.
• Participate in Executive Business Reviews, customer health reviews, and strategic account discussions as needed.

Technical Leadership

• Provide leadership and guidance on endpoint security technologies, cyber security best practices, and security operations.
• Ensure consistent onboarding methodologies, deployment planning, and adoption frameworks across the customer base.
• Promote data-driven customer engagement through the use of health scores, adoption metrics, and utilization trends.
• Partner with Product Management, Engineering, Support, and Professional Services to address customer needs and influence product improvements.
• Maintain awareness of product roadmap developments and ensure customers understand how new capabilities align with their security strategies.

Escalation Management & Customer Advocacy

• Serve as the executive escalation point for critical customer issues.
• Ensure timely communication, accountability, and resolution across internal teams.
• Identify risks to customer satisfaction and retention and implement proactive mitigation plans.
• Advocate for customers internally while balancing business priorities and resource allocation.

Business Partnership

• Partner closely with Sales leadership to support renewals, expansion opportunities, and customer advocacy initiatives.
• Own and report on team performance metrics including Net Revenue Retention (NRR), product adoption, customer health, CSAT/NPS, renewal forecasts, and escalation trends.
• Use customer insights and business data to identify opportunities for process improvements and increased operational efficiency.
• Contribute to broader Workspace Security growth initiatives and cross-platform opportunities spanning endpoint, email, identity, cloud, and SASE security.

Required Qualifications

• 7+ years of experience in Customer Success, Technical Account Management, Security Engineering, Professional Services, or related customer-facing cyber security roles.
• 3+ years of people leadership experience managing technical customer-facing teams.
• Strong hands-on knowledge of endpoint security technologies, including EDR/EPP platforms, endpoint detection and response, and modern endpoint attack vectors.
• Proven experience managing enterprise customer relationships and executive stakeholders.
• Demonstrated ability to lead cross-functional initiatives and drive outcomes through influence.
• Experience managing critical customer escalations and coordinating resolution efforts across multiple organizations.
• Excellent written, verbal, and presentation skills.
• Strong analytical capabilities with the ability to leverage customer data to drive decisions.
• Familiarity with security frameworks such as NIST, CIS Controls, and Zero Trust.
• Ability to thrive in a fast-paced, high-growth environment.

Preferred Qualifications

• Experience leading Customer Success teams within a SaaS cyber security company.
• Knowledge of Workspace Security, endpoint protection, email security, identity security, cloud security, and SASE technologies.
• Experience supporting customers during active security incidents or coordinating with incident response teams.

The successful Manager, Technical Customer Success is

• A leader who develops and inspires high-performing teams.
• A trusted advisor to customers and internal stakeholders.
• Technically credible and business-minded.
• Data-driven in decision making and customer strategy.
• Proactive, accountable, and customer-obsessed.
• An exceptional communicator capable of engaging audiences from practitioners to the C-suite.
• Comfortable owning team outcomes and leading through influence.