Technical Success Manager
On-siteSydney, New South Wales, Australia or Melbourne, Victoria, Australia
Job Summary
Build trusted relationships with customer security and IT teams to understand their priorities and workflows. Create practical technical success plans that help customers adopt the platform, reduce risk, and realize measurable value. Identify high-value use cases that integrate the platform into everyday security operations. Use product usage and health indicators to spot adoption gaps and retention risks early. Guide customers through the transition from deployment to active use, accelerating time-to-value and reducing handover friction. Lead mitigation planning for technical blockers, integration challenges, and operational gaps. Bring clear technical health insights into renewal readiness, QBRs, and account strategy. Surface technical opportunities that support expansion, upsell, and cross-sell activity in partnership with the Account Executive. Champion the voice of technical users by ensuring product feedback and success requirements are visible internally.
Required Qualifications
- 3+ years' experience in a technical, customer-facing role
- experience in a Customer Success Manager role
- experience in a Technical Success Manager role
- experience in a Technical Account Manager role
- experience in a Technical Consultant role
- experience in a Product Specialist role
- understanding of enterprise cybersecurity
- understanding of networking
- understanding of cloud
- understanding of SaaS
- understanding of infrastructure environments
- ability to drive adoption
- ability to drive retention
- ability to drive technical value realisation
- ability to drive customer health improvement
- ability to translate complex technical concepts into clear, practical guidance for customers and internal teams
- confidence engaging with security engineers
- confidence engaging with SOC analysts
- confidence engaging with system administrators
- confidence engaging with technical leaders
- confidence engaging with executives
- strong communication skills
- presentation skills
- stakeholder management skills
- cross-functional collaboration skills
Desired Qualifications
- Experience with security operations
- Experience with SOC workflows
- Experience with threat detection
- Experience with incident response use cases
- Familiarity with customer success platforms
- Familiarity with health scoring
- Familiarity with adoption analytics
- Familiarity with renewal governance
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