How You'll Make an ImpactAs a Senior Technical Customer Success Manager at Endor Labs, you own our most strategic, highest-ARR accounts, acting as the senior relationship owner and trusted advisor to security and engineering leadership on the customer side. You're technical enough to understand everything happening in a modern AppSec program, but your primary value is strategic: aligning our platform to enterprise security and business outcomes, orchestrating multiple workstreams across teams, and getting ahead of risk before it threatens the relationship.
- Own Strategic Accounts: Own a defined, high-ARR book of business, responsible for driving adoption, retention, expansion, and overall customer satisfaction, and building multi-threaded relationships across security, engineering, and executive stakeholders.
- Act as a Strategic Partner: Orchestrate cross-functional internal teams and engage executive, technical, and business stakeholders to understand customer goals and translate them into a clear, deliverable value narrative.
- Confirm and Communicate Value: Proactively build and maintain executive relationships, run structured business reviews, and analyze adoption and usage trends to quantify value delivered, identify gaps, and drive financially grounded commercial recommendations and expansion opportunities.
- Coordinate Complex Workstreams: Create and manage account plans covering the entire customer journey, and use project management skills to plan, track, and deliver customer enablement and success initiatives across multiple stakeholders.
- Guide Rollout and Adoption: Assist customers with creating and delivering rollout plans, security policies, and integrated SDLC processes; onboard AppSec and development teams; and run consultation calls and enablement sessions to drive adoption and utilization.
- Customer Enablement: Guide and train your customers in using the Endor Labs Platform.
- Manage Risk Proactively: Identify technical, organizational, and relationship risk early, ensure critical issues are well-documented and escalated expeditiously with management, and drive resolution before issues threaten the relationship.
- Coordinate Escalations: Coordinate responses to questions, issues, and escalations by working closely with Support, Product Management, Sales, Professional Services, and other teams, providing oversight to ensure a consistently positive customer experience.
- Provide High-End Consulting: Bring a point of view on AppSec strategy, prioritization, and program maturity, understanding the technologies, constraints, and challenges connected with implementing an application security program; act as a trusted advisor rather than a ticket-solver.
- Stay Current and Educate: Stay current on platform and product releases, educate customers on new features and capabilities, and help them apply these to their environments and use cases.
- Serve as Customer Advocate: Capture customer feedback and report requests to Product Management and Engineering, and share account health via regular reporting to management and internal stakeholders.
- Collaborate with Sales: Partner with the Sales team on account strategy, identifying opportunities for expansion and additional products or services within your accounts.
- Elevate Team Practices: Manage your time to focus on the activities that most move the needle for satisfaction, renewal, and growth, and share best practices with teammates to raise the bar for the whole team.
What You Bring to the Table- Proven Strategic Account Experience: 8+ years in customer success, account management, or consulting roles managing enterprise, high-ARR accounts, ideally in B2B SaaS or security.
- Technical Fluency: A strong technical foundation; comfortable discussing application security, software supply chain, CI/CD, and modern engineering practices, and understanding the technologies and constraints of an application security program, without needing to be the one implementing fixes.
- Executive Presence: Demonstrated ability to build trust and influence at the VP/C-level, running business reviews and navigating complex, multi-stakeholder organizations.
- Program, Account & Risk Management: A track record of building account plans, coordinating multi-workstream initiatives with strong project management discipline, managing competing priorities, and identifying and mitigating account risk before it escalates.
- Data-Driven: Comfortable analyzing adoption and usage data to extract insights, quantify value delivered, and turn findings into concrete commercial recommendations.
- Consultative Mindset: A strategic advisor's instinct; able to diagnose a customer's broader security program maturity and guide them toward outcomes, not just answer the immediate question.
- Exceptional Communicator: Able to translate technical detail into business language for executives, and business priorities into technical direction for engineering teams.
- AI-Augmented Efficiency: Comfortable using AI agents and tools such as Claude to research accounts, prepare for meetings, and streamline day-to-day workflows, freeing up more time for high-value customer engagement.
