Technical Success Manager - NA

Mend.io•Dallas, TX

5d•Remote

About The Position

We are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security. We are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need! Mend is seeking a skillful Technical Success Manager to join our team! The Technical Success Manager (TSM) acts as the "Success Architect" for our top strategic accounts. This role combines deep project management expertise with strategic consulting to ensure complex deployments achieve maximum value, bridging the gap between Engineering and the Customer.

Requirements

Experience: 4+ years in Customer Success or Customer Experience, with 2+ years in a technical support or engineering role.
Education: Bachelor's Degree or higher in a related field or equivalent work experience.
Tool Proficiency: Experience with SDLC/DevOps tools (GitHub, GitLab, Jenkins), Containers (Docker, Kubernetes), and Cloud Environments (AWS, Azure).
Domain Knowledge: Experience with SCA or SAST solutions is required.

Responsibilities

Customer Relationship Management:
Trusted Technical Advisor: Proactively understand and anticipate the technical needs and challenges of assigned accounts, acting as the primary technical point of contact.
Stakeholder Mapping (Technical): Identify and engage technical decision-makers and engineering leads to ensure the solution is deeply integrated into their SDLC.
Health Checks: Conduct technical health reviews to assess implementation status, identifying gaps or issues before they impact the customer relationship.
Bridge the Gap: Translate complex technical information into clear and actionable insights for both internal and external stakeholders.
Onboarding and Continuous Education:
Implementation Architecture: Develop and maintain best practices for at-scale implementations, specifically related to GitHub Enterprise and complex SDLCs.
Technical Enablement: Deliver high-level technical training and workshops to ensure customer teams are fully proficient in Mend solutions.
Continuous Learning: Maintain a commitment to continued growth and understanding of industry trends, staying abreast of the latest updates and best practices.
Monitoring Customer Health and Retention:
Proactive Problem-Solving: Identify and address potential technical roadblocks before they become critical issues, ensuring proactive solutions to maintain high satisfaction.
Resolution Ownership: Take ownership of ensuring resolution for complex technical situations, escalating to Engineering only when necessary.
Optimization: Continuously assess and optimize customer workflows, implementing solutions to improve the efficiency and effectiveness of the solution.
Coordination with Internal Teams:
Collaboration: Collaborate effectively with Engineering, Product, Support, Sales, and Marketing to deliver optimal solutions and advocate for customer technical needs.
Feedback Loop: Provide detailed technical feedback to Product Management to influence the roadmap based on strategic customer requirements.
Customer Goal Measurement:
Maximize Utilization: Design and execute success plans with measurable goals, focusing on maximizing feature utilization and adoption.
Data-Driven Decision Making: Leverage metrics and KPIs to track technical progress, identify areas for improvement, and demonstrate the impact of initiatives.
Identify Upsell and Cross-sell Opportunities:
Technical Validation: Identify opportunities where additional products or features could solve specific technical challenges for the customer.
Expansion Support: Support the generation of new leads and the driving of expansion revenue by validating the technical fit of new solutions.
Renewal Strategy & Execution:
Retention Support: Partner with the ASM to secure client renewals by demonstrating technical value and ensuring the solution is "sticky" within the environment.
Risk Mitigation: Eliminate technical blockers that could jeopardize a renewal.
Continuous Improvement:
Process Refinement: Implement and refine internal processes to optimize the customer experience and ensure seamless communication.
Operational Excellence: Champion new processes to bridge gaps or issues that arise within complex accounts.