[Hiring] Technical Customer Success Manager @XBOW

Role Description

We’re looking for a technical-minded Customer Success Manager to join our founding Customer Success team and help scale a growing and diverse customer base. Your mission: ensure a smooth, reliable experience across the customer journey—while stepping in with just the right level of support as needed.

• Serve as the primary point of contact for a large and growing portfolio of customers.
• Own the end-to-end customer experience across hundreds of accounts; nothing falls through the cracks.
• Deliver a high-touch experience when needed by acting as a problem solver—conduct independent analysis and triage before escalating to internal teams.
• Develop and own repeatable workflows to scale self-service–led entry with product-led expansion.
• Collaborate closely with both product and sales teams to align on strategy and execution.
• Act as an external-facing technical program manager—identify process gaps, advocate for fixes, and recognize when automation is needed, even without writing code.
• Represent the voice of the customer internally to drive adoption and continuous improvement.
• Advocate for product and process changes that reduce friction, automate touchpoints, and improve outcomes.
• Navigate product questions with confidence, escalating appropriately even without deep domain knowledge.

Qualifications

• Customer-obsessed and detail-oriented.
• Strong communicator with the confidence to guide, reassure, and escalate as needed.
• Comfortable juggling a high volume of customers while seamlessly context-switching between priorities.
• Curious and resourceful—able to navigate technical product conversations without deep domain expertise.
• Process-minded and operationally strong—able to see opportunities to systematize from hands-on experience.
• Thrives in ambiguity and early-stage environments where you help build scalable processes and solutions from the ground up.

Requirements

• Experience in a technical customer-facing role at a SaaS or cybersecurity startup.
• Familiarity with application security or developer tools.
• Background in technical program management or scaled customer success.
• Ability to perform product demos and customer training sessions.
• Experience with automation, support tooling, or scaled outreach.
• Fluent in English and Korean, both written and spoken.

Benefits

• Compensation & Equity: Competitive salary and a meaningful equity package—you’ll be a true owner in what we’re building.
• Customer Impact: Help hundreds of customers succeed with AI-driven security at scale.
• Career Growth: Shape how we deliver customer success in a high-volume, high-leverage environment.
• Mission-Driven Team: Join a company that’s not just following the AI wave—we’re defining what the future of security looks like.