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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Technical Success teams, driving customer engagement, and translating technical capabilities into measurable business value. Proficient in utilizing data to monitor customer health and performance while fostering collaboration across cross-functional teams.
Highest-signal resume keywords
Technical Success ManagementPeople ManagementEnterprise SaaS UnderstandingGainsight ProficiencyCustomer Success Strategy
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Account ManagementCustomer Success ManagementSolutions EngineeringCybersecurity ConceptsData AnalysisRisk ManagementPerformance MetricsOnboarding ExecutionValue RealizationStakeholder Engagement
Soft Skills
CoachingMentoringCommunicationCollaborationEscalation Management
Tools & Technologies
SalesforceGainsight
Industry Keywords
Customer LifecycleCustomer HealthProduct AdoptionRenewal ReadinessAccount Strategies
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Lead, coach, and develop a team of Technical Success Managers
- Drive accountability, performance, engagement, and career development
- Ensure consistent execution across onboarding, first value, adoption, value realization, risk management, and renewal readiness
- Guide account strategies, success plans, stakeholder engagement, and measurable customer outcomes
- Monitor customer health, product adoption, technical performance, portfolio risks, mitigation plans, renewal outlook, and risk records
- Lead and support priority customer escalations and recovery plans
- Coordinate technical resources and communication with customers and internal stakeholders
- Drive product adoption, priority use cases, and measurable value
- Represent the voice of the customer and communicate product feedback, technical blockers, and emerging needs
- Partner with Sales, Renewals, Support, Professional Services, Solutions Engineering, Product, Marketing, and Channel teams
- Translate global objectives into regional priorities and contribute to Technical Success and Customer Experience initiatives
- Maintain visibility into portfolio performance, customer risk, team capacity, and individual contributor readiness using data to guide decisions
Requirements
What you’ll need- 5+ years of relevant experience in Technical Success, Technical Account Management, Customer Success Management, Solutions Engineering, Professional Services, cybersecurity, or a similar customer-facing technical role
- People management experience strongly preferred; coaching, mentoring, or team leadership experience required
- Strong understanding of enterprise SaaS, cybersecurity concepts, customer environments, and the post-sale customer lifecycle
- Ability to understand technical challenges and guide teams toward appropriate solutions and resources
- Proven ability to translate technical capabilities into clear customer outcomes and business value
- Experience using customer health, adoption, usage, risk, and performance data to drive action and prioritization
- Proficiency in Gainsight and Salesforce, including health scores, risk and renewal records, success plans, and dashboards
- Strong communication, stakeholder management, escalation management, and cross-functional collaboration skills
- Ability to balance customer priorities with team capacity in a fast-paced, changing environment
- Experience leading teams through organizational or role change, including reskilling, new performance measures, and account transitions
- Strong ownership mindset focused on accountability, continuous improvement, collaboration, and customer success
- Additional language skills may be required depending on the region
Benefits
Comp & perks- Skills, learning and development opportunities
- Rewards for aptitude and curiosity to grow beyond role expectations
- Reasonable accommodations for qualified individuals with disabilities