Technical Customer Success Manager - US East Coast

Twine Security builds AI Digital Employees for cybersecurity teams, including Alex, which performs Identity and Access Management tasks. The Technical Customer Success Manager will lead enterprise customer onboarding, adoption, renewals, and expansion, while working with customers and internal teams to deliver measurable value and inform product development.

Responsibilities:

• Own a book of enterprise customers from kickoff to renewal and expansion, with adoption depth and value delivered as your core measures
• Accelerate onboarding: turn PoC success criteria into a first-year plan and quarterly program goals, and get Alex to its first real wins fast
• Immerse Alex in the customer's environment: learn how their identity team works day to day, and together with them find every place a digital employee can take on the work, well beyond the standard use cases
• Build multi-threaded relationships from IAM engineers to the CISO; develop champions and keep the map current as orgs change
• Work with the customer's identity team and our Forward Deployed Engineers to resolve technical challenges, so Alex can work broadly and smoothly and generate more value
• Run business reviews that tie Alex's work to measurable outcomes: hours returned to the team, tickets resolved, reviews completed, risky accounts remediated
• Track health and risk, escalate early, and keep a clear record of open action items, bugs and feature requests
• Be the voice of the customer to Product: turn what you see in the field into well-framed requests with business impact attached

Requirements:

• 5+ years in Customer Success, Technical Account Management or a similar post-sale role, with at least 5 years managing enterprise customers (must)
• A past book of business of at least $3M ARR in total, including individual accounts of $500K ARR or more
• Excellent customer management and relationship building: earning trust with practitioners and executives up to the CISO, developing champions, and staying multi-threaded through org changes
• Creativity and curiosity: a track record of finding new ways for a product to create value, not only driving the use cases on the roadmap
• Background in the cybersecurity industry (must), with a solid understanding of how security teams work and what drives their priorities
• Advanced, daily use of AI tools to research, write, analyze and automate, with the habit of solving problems on your own before escalating
• IAM knowledge and experience is a big differentiator and advantage
• Advantage: experience working at startup-stage companies in dynamic, fast-changing environments, including building processes from scratch