Job Description
Customer Success & Strategic Advisory
- Serve as the primary post-sales technical advisor and trusted partner for assigned customers.
- Develop strong relationships with customer stakeholders, including security teams, IT leadership, and executive sponsors.
- Translate technical challenges and security risks into business-focused recommendations and outcomes.
- Drive customer adoption, engagement, and long-term success through strategic account planning.
- Lead customer success reviews, executive business reviews, and ongoing strategic discussions.
Technical Leadership
- Provide expertise in endpoint security technologies, cyber security best practices, and security operations.
- Own the customer onboarding experience post-sale, driving structured deployment plans that accelerate time-to-value. Partner with Professional Services and Support to ensure smooth rollouts across diverse endpoint environments, minimizing risk and maximizing early adoption milestones.
- Guide customers through deployments, integrations, configuration optimization, and adoption initiatives.
- Analyze customer environments and provide data-driven recommendations to improve security posture and product utilization.
- Design and deliver enablement programs tailored to customer security teams — including workshops, product training sessions, and guided best-practice reviews — ensuring customers build internal competency and maximize platform utilization independently.
- Leverage Check Point's threat intelligence capabilities to provide customers with contextually relevant security guidance — translating global threat data into actionable recommendations specific to their endpoint environment.
Maintain awareness of product roadmap developments and communicate upcoming capabilities to customers in ways that align with their security strategy and drive continued investment.
- Collaborate with Support, Engineering, Product Management, and Sales to resolve complex customer issues.
Escalation & Problem Resolution
- Own and drive resolution of critical customer escalations from identification through closure.
- Act as the customer advocate internally, ensuring timely communication and accountability across teams.
- Proactively identify risks to customer satisfaction and develop mitigation plans.
- Demonstrate strong analytical and problem-solving skills when navigating technical and business challenges.
Business Partnership
- Partner closely with Sales teams to support account growth, retention, and customer advocacy.
- Own and report on key customer success metrics including Net Revenue Retention (NRR), product adoption rates, CSAT/NPS scores, and renewal forecasts. Use these signals proactively to identify at-risk accounts and build data-driven action plans that protect and grow the customer base.
- Use customer health metrics, adoption data, and business insights to identify opportunities and risks.
- Maintain executive-level relationships and effectively communicate value realization to business leaders.
- Contribute to customer renewal and expansion strategies through technical and business guidance, including connecting endpoint security posture to broader platform discussions spanning email security, identity, cloud, and SASE.
- 5+ years of experience in Customer Success, Technical Account Management, Security Engineering, Professional Services, or related customer-facing cyber security roles.
- Strong hands-on knowledge of endpoint security technologies, including EDR/EPP platforms, antivirus and anti-malware solutions, and endpoint detection and response capabilities. Familiarity with OS-diverse environments (Windows, macOS, Linux), VDI and remote workforce deployments, MDM/UEM integrations, and common endpoint attack scenarios including ransomware and supply chain threats.
- Experience managing enterprise customer relationships.
- Proven ability to communicate effectively with both technical and non-technical audiences.
- Experience handling high-priority customer escalations and driving cross-functional resolution.
- Strong written, verbal, and presentation skills.
- Ability to analyze data and use customer insights to drive recommendations and business outcomes.
- Familiarity with security frameworks such as NIST, CIS Controls, and Zero Trust.
- Experience presenting to executive leadership, including CIOs, CISOs, and other C-suite stakeholders.
- Demonstrated ability to thrive in a fast-paced, high-growth environment.
Preferred Qualifications
- Experience in SaaS cyber security organizations.
- Knowledge of endpoint protection, email security, identity security, cloud security, or workspace security solutions.
- Experience supporting customers during active security incidents or coordinating with incident response teams.
Success Profile
The successful Technical Customer Success Manager is:
- A trusted advisor who earns customer confidence.
- Technically credible and business-minded.
- Data-driven in decision making and customer guidance.
- Proactive, accountable, and customer-obsessed.
- An exceptional communicator who can simplify complex technical concepts.
- Comfortable owning customer outcomes and leading through influence.
We are seeking a highly motivated and customer-focused Technical Customer Success Manager (TCSM) to serve as a trusted advisor for our cyber security customers. This role combines deep technical expertise with strategic customer engagement, ensuring customers maximize the value of their security investments while achieving their business objectives.
The ideal candidate possesses strong endpoint security knowledge, a startup mentality, exceptional problem-solving skills, and the ability to translate complex technical challenges into meaningful business outcomes. They are comfortable engaging with stakeholders ranging from security administrators to C-level executives and are passionate about driving customer success.
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