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Qualys · 1 day ago

Senior Technical Support Customer Success Manager

Foster City, CA

Full-time

Onsite

Mid, Senior Level

$115K/yr - $135K/yr

7+ years exp

Qualys is a company that emphasizes innovation and teamwork to support significant missions globally. They are seeking a Senior Technical Support Customer Success Manager responsible for managing key customer engagements, handling communications across internal teams and customers, and ensuring a high-quality customer experience throughout the product lifecycle.

Business Process Automation (BPA)ComplianceSecuritySoftware

H1B Sponsor Likely

Responsibilities

Provide an outstanding experience that increases account retention, which would lead to renewals and adoption of Qualys products

Improve customer experience throughout the end-to-end customer lifecycle

Partner with Sales to ensure renewal and expansion opportunities are identified

Follow the defined customer success plan to expand product adoption, nurture, grow, and maintain the relationship

Ensure that account issues are resolved quickly by escalating to the appropriate stakeholders throughout the company and working with global delivery

Promote a customer-centric mindset across the organization

Host and drive regular status meetings with the customer, meeting minutes, and tracking of deliverables

Review product adoption, overall customer experience, and perception of product and service through establishing MBRs/QBRs

Participate in Incident management process and drive Incidents for their customers

Participate in Qualys integration and capture value the customer expects. Understand complete mapping and understanding of customer infrastructure, Qualys product process and use, and a road map to capture the product's full value to reduce risk

Assist TAMs with prioritizing, tracking, testing, and delivering new Business Critical feature requests and reporting them to the respective customer

Understand and document the impact of an issue that may present to a customer, the priority of any open tickets, and timelines for ongoing projects and commitments

Track customer sentiment, identify revenue risk, and document and project customer voice

Establish working relationships with key stakeholders and customers. Identify and document Qualys champion and economic buyer

Facilitate necessary communication between internal teams and customers

Root Cause Analysis (RCAs) and postmortem reports for critical situations. Mentorship of the newer team members on the RCA process and drafting RCA criteria

Gather and present measurable indicators of project success via detailed or summarized reports

Create and provide presentations to internal and external executive leadership on the state of the accounts

Demonstrated ability to successfully resolve broadly defined, complex, diverse, and/or occasionally unprecedented situations

Track and report internally & externally the overall account health and status of escalations where the account has ongoing escalations

Qualification

IT SecuritySAAS experienceProject ManagementTechnical acumenVulnerability ManagementCertifications CompTIA Security+Certifications PMPCertifications CISMCertifications CISSPQualys product knowledgeCustomer relationship skillsCommunication skillsLeadership skills

Required

BA/BS computer science degree or equivalent work experience

Experience in the IT Security domain

7+ years of customer-facing experience managing successful and proven outcomes

5+ years of SAAS experience

Familiarity with Vulnerability Management, PCI, NIST, or Web Applications

Strong technical acumen and passion for learning new technologies

Excellent communication and presentation skills, both written and verbal

Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric

Ability to engage in technical discussions with the customer regarding product usage and identify the business impact of customer issues

Preferred

Certifications Desired: CompTIA Security+, PMP, CISM, or CISSP

Prior Qualys product experience and knowledge are added benefits

Project Management, business process reengineering, and change management methodology knowledge

Company

Qualys

Glassdoor3.5

Qualys is the pioneer and leading provider of information security and compliance cloud solutions.

Founded in 1999

Redwood City, California, USA

1001-5000 employees

https://www.qualys.com

H1B Sponsorship

Qualys has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (62)

2024 (57)

2023 (45)

2022 (76)

2021 (57)

2020 (71)

Funding

Current Stage

Public Company

Total Funding

$34M

2012-09-28IPO

2004-11-22Series C· $5.6M

2003-11-12Series B

Leadership Team

Philippe courtot

CEO

Sumedh Thakar

President & CEO