Brief DescriptionThe Senior Technical Success Manager (TSM) combines a strong technical foundation with a consultative, customer‑first mindset. This role is a core member of the global Customer Success organization, responsible for customer onboarding, environment stability, integrations, and ongoing technical advisory. The Senior TSM owns the end‑to‑end technical relationship for assigned customers, acting as their trusted advisor and internal advocate. This role collaborates closely with fellow TSMs and cross‑functional teams across DTEX, including Customer Success, Support, Product, and Engineering.Why you should choose DTEX as your next careerOpportunity to be part of a disruptive high growth success story.DTEX is a great place to work because of its mission-oriented culture and passion for protecting customers.We offer exciting growth opportunities and an excellent platform for individuals to contribute to thought leadership as experts in their field.We are uniquely positioned to solve highly relevant and complex risks and challenges associated with insider risk.Opportunity to be part of a business that’s passionate about creating first-of-a-kind solutions.Best in class benefitsResponsibilitiesOwn the technical lifecycle for high‑value and complex customer accounts, from onboarding through steady‑state and expansion.Serve as the primary technical advisor during onboarding, implementation, and ongoing operations, providing strategic guidance and best practices.Design and validate solutions using a structured, systematic approach that aligns DTEX capabilities with each customer’s objectives, architecture, and constraints.Translate complex requirements into scalable patterns, ensuring solutions are repeatable, supportable, and aligned with product direction.Drive proactive maintenance and optimization, including data tuning, configuration reviews, and upgrade planning for assigned accounts.Partner with Engineering and Support to coordinate and provide context to resolve complex technical challenges, ensuring timely, transparent communication with customers.Contribute to team and program scale, by refining playbooks, documenting best practices, mentoring teammates, and helping to evolve the Technical Success operating model.Qualifications7-10+ years of experience in a customer-facing role within security, IT operations, project management, and/or account management.Significant post‑sales experience in a customer success, technical account management, or similar role.Exceptional written and verbal communication skills, with a proven ability to present clearly and confidently to internal and external audiences.Demonstrated experience engaging at all levels of an organization, including executives, managers, and individual contributors.Proven ability to translate complex technical concepts into business‑relevant language for customers, and to articulate customer technical requirements clearly to internal engineering and product teams.Strong security domain knowledge, including familiarity with common security architectures, controls, and operational practices.Solid project management skills, with experience driving multiple concurrent initiatives across cross‑functional teams to successful and timely completion.Demonstrated ability to manage a broad portfolio of accounts and prioritize competing customer needs in a dynamic environment.Effective at representing the voice of the customer internally, clearly conveying customer concerns, risks, and opportunities to stakeholders such as Support, Product, and Engineering.Desirable Skills & KnowledgeExperience with large, distributed, and clustered systems across deployment, maintenance, optimization, and scaling.Strong understanding of Insider Risk and data protection solutions, such as UBA/UEBA and DLP platforms.Working knowledge of the enterprise security stack, including SIEM technologies (e.g., Forcepoint, HP ArcSight, IBM QRadar, Splunk).Broad understanding of modern infrastructure architectures, including both cloud and on‑premises environments.Hands-on experience with Linux, including comfort working in command‑line (CLI) environments.Working knowledge of Windows desktop and server environments.Practical familiarity with databases and data stores, for example Elasticsearch and PostgreSQL.Understanding of data integration patterns and techniques, such as ETL/ELT workflows, API‑based integrations, and event streaming.We take good care of our people. Our benefits includeFully remote companyHealth, vision, and dental coverage through BUPACompany computer hardware of your choiceWork from home setup reimbursementVirtual events, happy hours, trivia, and funMonthly Internet & Phone ReimbursementOpportunities to learn and growCompensationExact compensation may vary based on skills, experience, and location.Base salary range: $140k-$180k.
