Sr Scaled Customer Success Manager

Material Security is looking for a Senior Scaled Customer Success Manager (Sr. Scaled CSM) to build lasting relationships with our SMB and Mid-Market customers. In this role, you will serve as the primary point of contact for our customers with <2500 seats, delivering exceptional service that reinforces our reputation for outstanding customer experience at scale. You will also partner cross-functionally with Go-to-Market (GTM) and Engineering-Product-Design (EPD) teams to ensure seamless customer journeys that drive production adoption and retention at scale. You’ll become an integral part of our nascent Scaled CS team that is continuously evolving - you won’t just run a predefined automated playbook, you’ll help write it.

• Fully own your book of business which will consist of 150-200 accounts totaling $2-5M ARR.

• Support your customers in moving through their lifecycle touchpoints at scale, including process improvements and providing escalated support when necessary.

• Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.

• Provide guidance and assistance on any new documentation needed to maximize scaled success.

• Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through onboarding, adoption, renewal and beyond.

• Drive proactive async customer touchpoints, including new feature and roadmap updates, and find expansion opportunities at scale..

• Act as an advocate for scaled customers internally.

• Track Record: 3+ years of experience in Scaled Customer Success, Technical Account Management, or a similar customer-facing role within a SaaS company.

  • Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies, as well as cybersecurity or identity management experience, are all a big plus.

• Technical Acumen: 3+ years of hands-on work in SQL or writing code, including custom API-based integrations, and domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, required.

  • You should be able to learn new tools & technologies quickly, and be able to communicate the product and problem space fairly deeply

• Data-Driven Mindset: Ability to interpret and utilize analytical insights is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities at scale.

• Project Management: Ability to multitask across a large book of business and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills.

• Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment.

• Growth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality.

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Material Security is a remote-first workplace with an office in San Francisco, California.

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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $150,000 - $175,000.