[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.ResponsibilitiesOnboarding & Implementation: Lead new customer onboarding, ensuring smooth setup and tailored implementation through collaboration with Product and EngineeringAccount Ownership: Act as the main technical contact for customers, managing escalations, monitoring adoption, and driving value throughout the account lifecycleProduct Mastery: Maintain deep expertise in product features and updates to guide customers effectively and ensure optimal usageCustomer Success & Growth: Build strong relationships, conduct regular check-ins and business reviews, and identify upsell/cross-sell opportunities to support customer satisfaction and expansionEnablement & Education: Deliver technical training, workshops, and documentation to educate users and promote product self-sufficiencyCross-Functional Collaboration: Partner with Sales during renewals, Product, and Engineering to support renewals, surface feedback, and ensure successful deploymentsInsights & Optimization: Use analytics to monitor health metrics and usage trends, delivering data-driven recommendations to enhance customer outcomesEscalation Handling: Manage technical escalations with urgency, coordinating resources and ensuring resolution to meet customer expectationsSkills4+ 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 productNative level English or near-nativeCyber Security background - mustProven track record of managing and renewing (with sales) a portfolio of strategic accounts, building strong relationships, and driving adoption and value realizationStrong technical aptitude with the ability to explain complex concepts to both technical and non-technical stakeholdersExperience managing escalations and high-priority issues with urgency, professionalism, and accountabilityProficiency 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-makingStrong organizational skills with the ability to manage multiple priorities and deadlines simultaneouslyBachelor's Degree (or equivalent work experience) in Business, Economics, Information Technology, Engineering, or related technical fieldAdvanced understanding of Network Security, with an emphasis on browser securityKnowledge of APIs, system integrations, and data analytics toolsCompany OverviewLayerX agentless AI & Browser Security Platform protects organizations against AI, SaaS, web & data leakage risks across any browser, application, device, and identity, with no impact on user experience. It was founded in 2021, and is headquartered in Tel Aviv, Tel Aviv, ISR, with a workforce of 51-200 employees. Its website is https://www.layerxsecurity.com/.