Senior Customer Success Manager/Engineer

  • Dig Security
  • Remote-USA
  • Full-time
About The Position

TLDR – What are we looking for? 

This person will act as a trusted adviser to our customers and be the primary point of contact post sales for implementation and operationalization to ensure customer success and satisfaction.   Foundational hire that requires resourceful know-how and able to bring best practices for a successful customer experience.

Key Responsibilities:

  • Client Onboarding and Adoption: Lead the onboarding process for new customers, working closely with cross-functional teams to ensure a smooth implementation.  Focus on enablement and value realization for multiple personas in the customer organization.
  • Technical focal point: Serve as the primary technical point of contact and be technical authority of Dig’s platform. Manage troubleshooting and issue resolution. Monitor client environment, provide technical guidance and recommendations.
  • Proactive Engagement: Regularly engage with customers sharing best practices, insights, and updates on new features. Anticipate client needs and address potential issues before they escalate.
  • Relationship Building: Develop and nurture strong, long-lasting relationships with customers at various levels within their organizations. Understand their business goals and challenges, acting as a trusted advisor to drive value and success.
  • Account Health Monitoring: Monitor the health and usage of the customer’s accounts, identifying any potential risks or opportunities for improvement. Collaborate with the technical team to address and resolve issues.
  • Renewals and Expansion: Drive contract renewals and identify expansion opportunities. Ensure long term value for the customers’ journey and life-cycle.  Drive product adoption based on customer success criteria.
  • Customer Advocacy: Serve as the voice of the customer within the company, providing feedback and insights to shape product development and improvements. 
  • Education and Training: Conduct training sessions, webinars, and workshops to educate customers about Dig’s platform’s capabilities and best practices. 

  • 5+ years of client facing experience with roles similar to: Customer Success Engineer, Post Sales Solution Engineer, Technical Account Manager or Customer Success Manager in the cyber security field.
  •  Fundamental expertise with the cloud technology industry such as AWS, Azure, and/or GCP  (in SaaS organizations)
  • Strong understanding of cloud technology, cybersecurity principles, and industry trends.
  • Technical proficiency in areas surrounding CSPM, Cloud Security, Cloud Infrastructure, Data Security, DLP, Compliance, Containers
  • Knowledge of PaaS, IaaS, DbaaS
  • Excellent communication and interpersonal skills, 
  • Problem-solving mindset with the ability to handle challenging situations and find creative solutions.
  • Results-oriented with a demonstrated track record of driving customer satisfaction and retention.
  • High level of accountability and ownership of goals and performance targets

Apply for this position