[Hiring] Technical Customer Success Manager @Offsec Services

Role Description

We are seeking a Technical Customer Success Manager (TCSM) to join our team. This hybrid role bridges the gap between Solutions Architecture and Customer Success Management .

As a TCSM, you will act as a trusted technical advisor, strategic consultant, and relationship manager for our enterprise clients. You will be responsible for guiding customers through onboarding, designing tailored training programs, engaging solutions that drive adoption, and ensuring long-term technical health and value realization — with a focus on cybersecurity training.

Key Responsibilities

• Strategic Account & Customer Success Management
  • Serve as the primary technical contact for enterprise accounts throughout the customer lifecycle.
  • Build and maintain strong relationships with key customer stakeholders, including CISOs, IT directors, security engineers, and executive sponsors.
  • Run onboarding implementation workshops designed to curate custom training program curriculum, support technical implementation of REST API, SSO, and custom reporting.
  • Conduct regular Business Reviews (QBRs/EBRs) to demonstrate ROI, review system performance, and align customer goals with our roadmap.
  • Proactively monitor account health metrics, identifying expansion opportunities and mitigating churn risks.
• Solutions Architecture & Technical Consulting
  • Analyze complex customer technical architectures, workflows, and security requirements to design tailored training solutions.
  • Lead technical onboarding, system integrations, and architecture reviews.
  • Serve as a SME (Subject Matter Expert) on our product capabilities, security training, and better practice training patterns.
  • Partner with Product and Engineering teams to advocate for customer feature requests and feed field insights into product development.
• Engagement & Project Management
  • Oversee end-to-end technical implementations, ensuring deliverables are completed on schedule, within scope, and aligned with security standards.
  • Coordinate cross-functional teams (Engineering, Professional Services, Support) to resolve complex customer issues efficiently.
  • Manage program documentation, engagement risks, and status reporting for enterprise customer engagements.
• Training & Enablement
  • Design and deliver tailored training sessions, workshops, and technical enablement programs for customer admin and security teams.
  • Build reusable technical documentation, best practice guides, and onboarding playbooks.

Qualifications

• 4+ years in a customer-facing technical role (e.g., Technical Customer Success Manager, Solutions Architect, Technical Account Manager, or Security Consultant).
• Understanding of cybersecurity principles, frameworks (e.g., NIST, ISO 27001, SOC 2), and enterprise security infrastructure (cloud security, IAM, network security, or threat detection).
• Hands-on experience working with enterprise IT environments, cloud platforms (AWS, Azure, or GCP), APIs, and integration architectures.
• Proven experience leading technical project implementations and managing enterprise deliverables using structured methodologies (Agile, Waterfall, or PMP/PRINCE2 concepts).
• Exceptional presentation, verbal, and written communication skills with the ability to translate complex technical concepts for executive audiences.

Preferred Qualifications & Skills

• Experience working in a management consulting, IT advisory, or professional services organization.
• Certifications: Security+, CISSP, CISM, or cloud security certs (AWS/Azure Certified Security Specialist).
• Project Management: PMP, CAPM, or Certified ScrumMaster (CSM).
• Background in instructional design, technical writing, or facilitating customer workshops.
• Bachelor’s degree in Computer Science, Cybersecurity, Information Technology, or a related field (or equivalent practical experience).

Working Conditions

This role is a full-time salaried position. Work hours for this position are flexible and will be performed from a home office.

Direct Reports

This position has no direct reports.

EEO

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.