Mend.io · 2 days ago
Technical Success Manager - NA
United States
Full-time
Remote
Mid Level
4+ years expMend.io is redefining how organizations secure software with their AI Native AppSec Platform. They are seeking a Technical Success Manager to act as a trusted advisor for top strategic accounts, ensuring complex deployments achieve maximum value by bridging the gap between Engineering and the Customer.
Software
Responsibilities
Trusted Technical Advisor: Proactively understand and anticipate the technical needs and challenges of assigned accounts, acting as the primary technical point of contact
Stakeholder Mapping (Technical): Identify and engage technical decision-makers and engineering leads to ensure the solution is deeply integrated into their SDLC
Health Checks: Conduct technical health reviews to assess implementation status, identifying gaps or issues before they impact the customer relationship
Bridge the Gap: Translate complex technical information into clear and actionable insights for both internal and external stakeholders
Implementation Architecture: Develop and maintain best practices for at-scale implementations, specifically related to GitHub Enterprise and complex SDLCs
Technical Enablement: Deliver high-level technical training and workshops to ensure customer teams are fully proficient in Mend solutions
Continuous Learning: Maintain a commitment to continued growth and understanding of industry trends, staying abreast of the latest updates and best practices
Proactive Problem-Solving: Identify and address potential technical roadblocks before they become critical issues, ensuring proactive solutions to maintain high satisfaction
Resolution Ownership: Take ownership of ensuring resolution for complex technical situations, escalating to Engineering only when necessary
Optimization: Continuously assess and optimize customer workflows, implementing solutions to improve the efficiency and effectiveness of the solution
Collaboration: Collaborate effectively with Engineering, Product, Support, Sales, and Marketing to deliver optimal solutions and advocate for customer technical needs
Feedback Loop: Provide detailed technical feedback to Product Management to influence the roadmap based on strategic customer requirements
Maximize Utilization: Design and execute success plans with measurable goals, focusing on maximizing feature utilization and adoption
Data-Driven Decision Making: Leverage metrics and KPIs to track technical progress, identify areas for improvement, and demonstrate the impact of initiatives
Technical Validation: Identify opportunities where additional products or features could solve specific technical challenges for the customer
Expansion Support: Support the generation of new leads and the driving of expansion revenue by validating the technical fit of new solutions
Retention Support: Partner with the ASM to secure client renewals by demonstrating technical value and ensuring the solution is 'sticky' within the environment
Risk Mitigation: Eliminate technical blockers that could jeopardize a renewal
Process Refinement: Implement and refine internal processes to optimize the customer experience and ensure seamless communication
Operational Excellence: Champion new processes to bridge gaps or issues that arise within complex accounts
Qualification
Required
4+ years in Customer Success or Customer Experience, with 2+ years in a technical support or engineering role
Bachelor's Degree or higher in a related field or equivalent work experience
Experience with SDLC/DevOps tools (GitHub, GitLab, Jenkins), Containers (Docker, Kubernetes), and Cloud Environments (AWS, Azure)
Experience with SCA or SAST solutions is required
Company
Mend.io
Meet the AI native AppSec platform built for enterprise scale At Mend.io, we believe security should empower, not block.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-11-13Acquired
Leadership Team
Ron Rymon
Co-Founder and Board Member
Arabella Hallawell
Chief Marketing Officer
Recent News
2024-04-30
2024-04-12
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