Technical Customer Success Manager, Enterprise

Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers — from Anthropic to xAI, and Figma to Vercel — love Socket (just check out their tweets to see for yourself!)

Founded by Feross Aboukhadijeh, a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $65M in funding from top angels, operators, and security leaders.

We are looking for a driven and experienced Technical Customer Success Manager to join our dynamic and highly-experienced sales team at Socket. In this role, you'll be a key partner in our post sales efforts by building relationships with Security teams, establishing healthy feedback loops to help guide our product development and design solutions that ensure long term growth with our customers. You’ll have the opportunity to make a significant impact in shaping the future of our product, selling process and success across all markets.

• Own the customer journey driving adoption, usage, and establishing value from onboarding to renewal, being the front line resource for our customers.

• Meet and exceed revenue targets by working closely with our enterprise customers’ Security teams.

• Manage existing customer relationships to drive renewal and upsell opportunities.

• Create an unparalleled customer experience throughout the customer life cycle.

• Collaborate with our Go-to-market, Engineering, and Professional Services teams to increase customer adoption.

• Be responsible for running Quarterly Health Checks, renewals, and overall health of existing customers.

• Own and cultivate strong relationships with key stakeholders including C-suite executives to drive alignment and influence business outcomes.

• Develop and iterate tailored success plans that map customer business goals to the product’s capabilities and define evolving success metrics.

• Drive measurable customer ROI and identify strategic opportunities for account growth and expansion.

• Identify satisfied customers for potential case studies, testimonials, or reference programs.

• 5+ years of experience in Technical Customer Success or similar role for B2B SaaS solutions; prior ownership of renewal and expansion quotas is a strong plus.

• Experience selling in the cybersecurity (or related) industry.

• An understanding of how to drive success in an early stage, fast-paced environment and take ownership to get the task done.

• A collaborative mindset and the ability to build meaningful relationships throughout the sales process.

• Strong written and verbal communication and experience communicating at every level including the C-Suite.

• An aptitude to take on new projects outside the normal scope of the day to day role as needed.

• The best candidates for Socket are talented, hard working, competitive, and not afraid to fail. They are team first but willing to take the lead with minimal guidance and supervision.

• Willingness to travel for customer and company meetings as needed.

1. Informational call with someone from our Talent team

2. Virtual f2f with the Hiring Manager

3. Virtual f2f with our Head of Customer Engineering

4. Presentation

5. Final interview with our Founder & CEO

6. References

7. Decision

As we know how important clarity is when looking for a new role, we've put together a read-me about the Interview Process at Socket, should you be invited for an interview.

1. Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.

2. Move with urgency and focus: We prioritize swift, decisive action.

3. Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions.

4. Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve.

5. Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we're non-territorial regarding our nominal domains.

6. Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction.