What will I be doing:

• Build trusted relationships with customer security and IT teams, understanding their priorities, workflows, and success outcomes.
• Create practical technical success plans that help customers adopt the platform, reduce risk, and realise measurable value.
• Identify high-value use cases that make the platform part of everyday security operations.
• Use product usage, engagement, and health indicators to spot adoption gaps, underutilisation, 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, operational gaps, and customer health risks.
• Bring clear technical health insights into renewal readiness, QBRs, growth discussions, 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, risks, and success requirements are visible internally.
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What Success Looks Like:

• Customers are healthier, more engaged, and prepared for renewal and expansion.
• Technical risks are identified early and managed before they affect confidence or outcomes.
• Customers reach value faster after deployment or major use case activation.
• You are recognised by customers and account teams as a trusted, practical technical advisor.
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What experience do I need:

• Fluency in German and English is essential.
• You have 3+ years' experience in a technical, customer-facing role such as Customer Success Manager, Technical Success Manager, Technical Account Manager, Technical Consultant, Product Specialist, or similar.
• You understand enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
• You know how to drive adoption, retention, technical value realisation, and customer health improvement.
• You can translate complex technical concepts into clear, practical guidance for customers and internal teams.
• You are confident engaging with security engineers, SOC analysts, system administrators, technical leaders, and executives.
• You bring strong communication, presentation, stakeholder management, and cross-functional collaboration skills.
• Experience with security operations, SOC workflows, threat detection, or incident response use cases is desirable.
• Familiarity with customer success platforms, health scoring, adoption analytics, and renewal governance is advantageous.
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