What we do at Detectify

Detectify offers a web application security scanner that automates hacker attacks to help businesses stay safe. Our founders are among the best ethical hackers in the world - having hacked tech giants such as Google, Facebook, or Dropbox. Today, we collaborate with over 250 handpicked white-hat hackers to continually help clients like Trello, Spotify and King make their websites more secure.

The Customer Success Team

Our Technical Customer Success team ensures that our customers get the most value out of our product. The team is responsible for the entire customer lifecycle, from onboarding to renewal with the ultimate goal of increased customer satisfaction, retention and expansion. Our Customer Success team is passionate about helping our customers achieve their goals.

What you’ll get to do

As a Technical Customer Success Manager you will be responsible for a portfolio of enterprise accounts, including some of our top logos in the US This means you will own the customer journey from onboarding through ongoing usage, ending with renewal of the account. You will act as the voice of the customer as we develop new features and products that will delight our global customer base. This role will report to the Head of Customer Success in Stockholm, Sweden.

Some of your tasks will include: 

• Drive the onboarding process for new customers, run trainings as needed
• Set up success plans in line with customers desired outcomes and Detectify product capabilities 
• As a trusted advisor, work to maximise adoption of customers Detectify licences. Ensure that customers are extracting the highest value out of their usage of Detectify products. Support this process continuously by making relevant and logical technical recommendations on usage
• Identify and troubleshoot issues 
• Lead technical health reviews on your account base on a regular basis 
• Be sensitive to sales signals and customer needs, proactively identify, forecast and carry out renewals and opportunities for expansion
• Identify and proactively work to mitigate churn risk 
• Demo unused capabilities and functionality 
• Advocate internally for customer needs, be the voice of the customer 
• Collaborate with the Product, Engineering, Marketing and Sales teams to improve the entire customer life cycle
• Identify and implementing process improvements within the Customer Success function 

Who you are

If you are curious, eager to learn, communicative and you enjoy delivering top-notch customer experience to some of the biggest tech companies in the world, we want to hear from you! The ideal candidate will be a critical thinker and problem solver with a strong interest in both business development and technology, and must be very comfortable in a customer-facing position.  The Technical Customer Success Manager collaborates cross-functionally to drive customer adoption, growth, retention, and engagement. This means experience working with external and internal stakeholders at every level of an organisation is needed. With thousands of companies using Detectify today, this is an incredible opportunity to make a huge impact on our mission to make the internet more secure.

You have:

• Minimum 3 years of experience as a Technical Account Manager / Sales Engineer / Post-Sale Engineer / Delivery Engineer / Customer Success Engineer at a SaaS company
• Scripting experience (python, bash, etc)
• Experience using APIs
• Developer background is a plus
• Experience with org-navigating, especially at at the executive level
• Excellent communication skills
• A proactive and enthusiastic approach to work

So, what do you think?

We are proud to foster an inclusive workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product. This is something we value deeply and we encourage everyone to be a part of changing the way the world thinks about security! Go hack yourself!