Senior Technical Customer Success Manager jobs at Team8

About The Position

As a Senior Customer Success Manager, you’ll be a go-to person for existing accounts’ technical engagement side and promote IONIX’s service with various customer stakeholders.

You must deeply be immersed in web technologies, and with significant prior cyber and relationship management experience.

You will be working at fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.

Responsibilities:

• Work closely with the sales and product teams to successfully onboard and provide increasing value to IONIX’s customers
• Build strong relationships with IONIX clients and act as their primary point of contact.
• Act as a subject matter expert on our products and provide guidance to clients on how to solve existing challenges using IONIX technology
• Develop and execute customer success plans that align with client goals
• Ensure that clients are satisfied with our products and services and act as their advocate within our organization
• Help improving IONIX products by understanding customers needs and influencing IONIX’s product roadmap.

Requirements and qualifications

• 5+ years in a customer-facing management technical role
• Experience working with large enterprises and managing complex customers interactions
• Strong organizational and project management skills
• Ability to work independently and as part of a team
• Proven deep technical understanding of core web/cloud technologies (TCP/IP, DNS, HTTP, HTML, PKI)
• Proven understanding of Web Security concerns, requirements, and technologies
• Previous startup experience – an advantage
• Previous Cyber security vendor experience – an advantage
• Spanish – a must

As a Customer Success Manager, Your impact will be:

• Own the customer happiness and retention
• Customer relationship management – Serve as the primary point of contact for customers, building and nurturing relationships across all levels, including C-suite executives.
• Orchestrating customer journey towards desired business outcomes:
• Leverage subject matter expertise in the product and industry to guide customers toward successful product adoption
• Monitor customer health and usage, and proactively address challenges to ensure customers maximize the value of the product .
• Cross-Functional Collaboration & Orchestration
• Act as the quarterback of the customer experience, orchestrating internal teams (e.g., Support, Product, Sales) to align efforts and deliver a seamless experience.

• Lead, mentor, and develop a team of Commercial Account Executives, driving performance to exceed revenue targets.
• Own and optimize the full sales cycle, ensuring best practices are implemented across prospecting, relationship building, contract negotiation, and closing.
• Collaborate cross-functionally with marketing, customer success, and product teams to align on go-to-market strategies and enhance customer experience.
• Provide regular coaching, feedback, and training to AEs to improve sales skills and performance.
• Establish and monitor key sales metrics, including pipeline health, forecast accuracy, and deal velocity.
• Work closely with leadership to refine sales processes and scale operations efficiently.
• Maintain a deep understanding of Finout’s solution and market positioning to effectively communicate value propositions to customers and prospects.
• Participate in strategic customer meetings, contract negotiations, and executive-level discussions to support AEs in closing complex deals.
• Travel up to 25% of the time for on-site customer meetings and industry events.

The person who joins in this role will be a hands-on technical evangelist; with dotted-line responsibilities that support both engineering design and development, as well as our sales organization. They will be developing product code

KEY RESPONSIBILITIES:

• Work in partnership with our pre-sales team to execute customer product trials, including aiding in technical questionnaire replies
• Engage in technical discussions and deliver a technical overview to existing customers/prospects including C-Suite executives
• Maintain current knowledge of FundGuard products and supporting technologies including operating systems, storage, and networking
• Advise prospects and clients on best practices for software, network configuration, server configuration, resource allocation, and ongoing operations
• Deliver results and drive internal product projects cross-functionally; supporting technical pre-sales and product development/management as needed
• Participate in industry events & presentations & publish thought-leadership
• Work with the R&D- Engineering team to participate in coding and development tasks, often taking on more complex or critical aspects of a project.
• Software Design: Participating in the design discussions and ensuring they are scalable, high performing, maintainable, and meet the business requirements.
• Perform other duties as assigned
• Must be permanently authorized to work in the U.S. on a full time basis

REQUIREMENTS:

• At least 8 years of technical and/or financial services experience; with experience in the FinTech domain
• Minimum of 3 days onsite in office location; our office is in Dedham MA
• Bachelor’s Degree required
• Ability to work as part of a team and to prioritize the needs of multiple internal teams
• Proven track record of creating successful code; prior working knowledge of Java code is preferred
• Excellent presentation skills
• The preferred candidate will have experience delivering significant business change through technology programs in an Enterprise context, with multiple delivery teams and diverse business stakeholders.
• Working experience with modern technology frameworks and database systems (Cloud Native/REST APIs/No SQL Databases/React/Redis/Elastic)
• Working experience with java and OOD

Event Planning & Coordination:

• Lead the planning, execution, and management of events that align with our integrated marketing strategy.
• Coordinate with internal teams and external partners to ensure events are delivered flawlessly.

Global Lead Capture:

• Develop and implement strategies to capture and track leads generated from events on a global scale.
• Monitor, analyze, and report on lead conversion and event performance to inform future initiatives.

Creative Strategy:

• Infuse creativity into event design and marketing campaigns to engage diverse audiences.
• Collaborate with creative teams to develop innovative marketing materials and event concepts.

You’ll Spend Your Time:

• Devising a high-impact operating strategy and vision: You’ll set the strategy and vision for the User Support team to ensure the team can deliver effectively against the company and team objectives, vision and priorities.
• Streamlined Service Reporting: You’ll work with the VP of technical Success to deliver a comprehensive and combined approach to service management to meet the standards and requirements agreed with our valued customers.
• Maintaining top customer experience by orchestration team work, priorities, and focus.
• Driving Cross-Functional Improvements: You’ll identify company-level gaps and product improvement opportunities from support chats and feed them into the company strategy and operational plans.
• Effective project management: You’ll manage high-impact and high-importance user support projects that are a strategic priority for the business.
• High-performing User Support team: You’ll manage the team, ensuring they are developing professionally and feel valued and are high performing, training them to be experts in the delivery of user support, continually upskilling on industry best practices, and implementing innovative ways to deliver support.
• Strong stakeholder management: You’ll maintain strong relationships with our General Managers and other functional leads across Product, Engineering, and Customer Success so that the user support team can deliver against its strategy and vision.
• Delivering robust tooling: You’ll oversee the implementation, improvements and administration of User Support tools to enhance the delivery of support.
• Proving a clear point for escalations: You’ll own user support escalations, particularly those that might be sensitive or difficult to navigate.
• Mentor the support leaders and develop their skills and growth.

What You’ll Need

• 7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders).
• Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus.
• Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).
• Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.

We’d Be Lucky If You

• Have a developer background or coding experience and can contribute to our open source tooling, script a solution with Port APIs and more..
• Bring prior experience in a direct or matrixed role leading technical and non-technical transformation project teams, with a proven ability to work across diverse functional teams.
• Hold a Bachelor’s Degree in science, technology, engineering, math, or business, or possess equivalent experience.
• Have technical certifications like K8s, DevOps, Hashi, AWS, Linux Foundation, Cloud Native Computing Foundation (CNCF)
• Exceptional leadership, communication, and organizational skills.
• Strong problem-solving and decision-making abilities with a customer-first mindset.
• Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).
• Ability to work effectively in a fast-paced, high-growth environment.

IVIX is seeking an Events Marketing Manager to elevate our growing events program. In this

role, you’ll be responsible for planning, executing, and evaluating events to promote IVIX at

industry conferences. Events are a critical component of our marketing strategy, driving brand

awareness, networking, and sales pipeline. You will be a brand evangelist and build

and world-class execution.

The conferences you manage and attend will be located primarily in the U.S., with a handful

potentially occurring in Latin America, Europe, and elsewhere. This role is fully remote, and

ideally in the Austin, Tx area.