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.