How You'll Make an Impact
As a Senior Technical Customer Success Manager at Endor Labs, you own our most strategic, highest-ARR accounts, acting as the senior relationship owner and trusted advisor to security and engineering leadership on the customer side. You're technical enough to understand everything happening in a modern AppSec program, but your primary value is strategic: aligning our platform to enterprise security and business outcomes, orchestrating multiple workstreams across teams, and getting ahead of risk before it threatens the relationship.
- Own Strategic Accounts: Own a defined, high-ARR book of business, responsible for driving adoption, retention, expansion, and overall customer satisfaction, and building multi-threaded relationships across security, engineering, and executive stakeholders.
- Act as a Strategic Partner: Orchestrate cross-functional internal teams and engage executive, technical, and business stakeholders to understand customer goals and translate them into a clear, deliverable value narrative.
- Confirm and Communicate Value: Proactively build and maintain executive relationships, run structured business reviews, and analyze adoption and usage trends to quantify value delivered, identify gaps, and drive financially grounded commercial recommendations and expansion opportunities.
- Coordinate Complex Workstreams: Create and manage account plans covering the entire customer journey, and use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders.
- Guide Rollout and Adoption: Assist customers with creating and delivering rollout plans, security policies, and integrated SDLC processes; onboard AppSec and development teams; and run consultation calls and enablement sessions to drive adoption and utilization.
- Customer Enablement: Guide and train your customers in using the Endor Labs Platform.
- Manage Risk Proactively: Identify technical, organizational, and relationship risk early, ensure critical issues are well-documented and escalated expeditiously with management, and drive resolution before issues threaten the relationship.
- Coordinate Escalations: Coordinate responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams, providing oversight to ensure a consistently positive customer experience.
- Provide High-End Consulting: Bring a point of view on AppSec strategy, prioritization, and program maturity, understanding the technologies, constraints, and challenges connected with implementing an application security program; act as a trusted advisor rather than a ticket-solver.