Senior Technical Customer Success Manager (US- East Coast)

Description

LayerX is seeking a Senior Technical Customer Success Manager (CSM) with a strong technical background and a passion for helping customers succeed. In this role, you will work closely with our customers, offering guidance and support as they integrate and optimize our technology solutions. The ideal candidate is both customer-focused and technically proficient, with a deep understanding of our products and a drive to ensure customers achieve their goals and see value. We're looking for a CSM who is passionate about customer relationships, possesses strong communication skills, and has a proactive approach to problem-solving.

LayerX Security

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

• Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
• ⁠Openness and Transparency – There are no walls; we are all in this together.
• No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed!
• ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
• Data Wins Arguments – We are data-driven and focused. Get the data and act on it!
• User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
• ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well!

Why Join Us?

• Impact: Play a key role in driving customer success and ensuring our solutions make a meaningful difference to our clients’ businesses.
• Growth: Opportunities for continuous learning and career development in both technical and customer success areas.
• Culture: Join a dynamic, inclusive team that thrives on collaboration, innovation, and creating exceptional customer experiences.

Responsibilities

• Onboarding & Implementation: Lead new customer onboarding, ensuring smooth setup and tailored implementation through collaboration with Product and Engineering.
• Account Ownership: Act as the main technical contact for customers, managing escalations, monitoring adoption, and driving value throughout the account lifecycle.
• Product Mastery: Maintain deep expertise in product features and updates to guide customers effectively and ensure optimal usage.
• Customer Success & Growth: Build strong relationships, conduct regular check-ins and business reviews, and identify upsell/cross-sell opportunities to support customer satisfaction and expansion.
• Enablement & Education: Deliver technical training, workshops, and documentation to educate users and promote product self-sufficiency.
• Cross-Functional Collaboration: Partner with Sales during renewals, Product, and Engineering to support renewals, surface feedback, and ensure successful deployments.
• Insights & Optimization: Use analytics to monitor health metrics and usage trends, delivering data-driven recommendations to enhance customer outcomes.
• Escalation Handling: Manage technical escalations with urgency, coordinating resources and ensuring resolution to meet customer expectations.

Requirements

• 4+ years of experience in Customer Success, Account Management, or a similar client-facing technical role, within a SaaS or startup environment - must be with experience with a technical product.
• Native level English or near-native
• Cyber Security background - must
• Proven track record of managing and renewing (with sales) a portfolio of strategic accounts, building strong relationships, and driving adoption and value realization
• Strong technical aptitude with the ability to explain complex concepts to both technical and non-technical stakeholders
• Experience managing escalations and high-priority issues with urgency, professionalism, and accountability
• Proficiency with customer success platforms (e.g., Zendesk, Intercom, Gainsight), CRM tools (e.g., Salesforce), and collaboration tools (e.g., JIRA, Monday.com).
• Excellent communication, presentation, and problem-solving skills with a data-driven approach to decision-making
• Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• Bachelor’s Degree (or equivalent work experience) in Business, Economics, Information Technology, Engineering, or related technical field.

Preferred Qualifications

• Advanced understanding of Network Security, with an emphasis on browser security.
• Knowledge of APIs, system integrations, and data analytics tools.