We are seeking a high-energy, customer-focused Technical Account Manager to join our Customer Success team at Salt Security. In this pivotal role, you will be dedicated to ensuring our customers maximize the value of their investment and successfully operationalize Salt Security’s solutions in their environments.

 

You thrive on proactive customer engagement, working hands-on to deliver best practice configurations while guiding customers through every stage of value realization. Collaborating cross-functionally with Sales, Product, and Engineering teams will be second nature to you, ensuring seamless integration and continued customer success. Your deep knowledge of cybersecurity and cloud infrastructure, paired with strong project management skills, will empower you to anticipate customer needs, solve critical challenges, and drive long-term success.

 

If you’re passionate about empowering customers and helping them excel in securing their environments, this role offers an exciting opportunity to be at the frontlines of customer satisfaction and success.

 

Responsibilities

• Leverage your deep technical and product knowledge with the understanding of customer needs to educate your customers on API security and mature your customers’ use cases
• Manage customer relationships from customer users/operators to executive stakeholders
• Own a high-value book of business. Support your customers in getting deployed and guide your customers post-technical implementation to ensure they continue to accomplish progressively high value from Salt. Be your customers’ trusted partner in securing their APIs 
• Develop mutual action plans with customers to advance time-to-value and then to progress them through the Customer Journey toward each level of product maturity
• Skillfully explain network security, the API ecosystem, AppSec, WAFs, RASPs, or similar security products and concepts to customers of all backgrounds and experiences
• Demonstrate and amplify the Salt value to the senior customer stakeholders
• Balance the details with the big picture - leverage your project management skills to maintain accurate details, notes, and next steps with customers using internal tools, while keeping their priority goals and definitions of success front and center
• Partner with Sales and SEs to deliver Quarterly Business Reviews (QBRs) to customers
• Articulate and train customers in Salt’s industry-leading best practices. Contribute to customer success knowledge gathering and methodologies
• Bring an empathetic, listening-oriented, outside-in perspective to your engagement with customers
• Become a trusted advisor for the customers, ensuring you proactively articulate and advocate for their collective voice and needs internally
• Provide feedback and work with Product and R&D on issue tracking via Jira and feature escalations and prioritization 
• As in any high-growth startup, contribute to growing and build the team and company. Advance our systems and processes. Build faster and easier ways of completing projects. Work together with us to advance our collective success

Qualifications:

• 5+ years of experience in solution delivery, customer management/consulting, or technical account management, preferably in SaaS environments
• Previous experience in project management and managing enterprise-level customer relationships, including the senior level stakeholders
• Technical background or experience in network security, API ecosystem, AppSec, WAF, RASP, or similar security products   
• Understand HTTP protocol details, Postman, etc.
• A proven track record working within a team that improves retention, upsell, and customer satisfaction 
• Excellent written and verbal communication skills 
• Exceptional time management, multi-tasking, and prioritization skills
• Bachelor's degree or equivalent: preference for computer science, cybersecurity, project management, or related degrees