Description:

Job Description: Technical Customer Success Representative.

Location: Pune (Hybrid)

About the Role

We are looking for a high-caliber Technical Customer Success Representative who will independently own, manage, and grow strategic North American enterprise accounts. This role demands exceptional client management capability, strong technical and product fluency, and the ability to drive measurable customer outcomes with minimal oversight. You will act as a trusted advisor to global enterprise customers, particularly in data security and risk management.

Key Responsibilities

Data Analysis & Risk Advisory

- Analyse large volumes of customer data to identify data security risks and extract actionable insights.

- Develop and recommend effective risk remediation strategies in alignment with customer business goals.

- Prepare and deliver data risk reports, guiding customers through implementation of recommendations.

Customer Management & Strategic Advisory

- Own a portfolio of high-value enterprise accounts end-to-end.

- Serve as a trusted data security advisor to customer leadership (CISO, Security Leads, IT Heads).

- Lead strategic discussions on product adoption, security best practices, and long-term value realization.

Business Reviews & Growth

- Conduct Quarterly/Monthly Business Reviews (QBRs/MBRs), drive renewal conversations, and identify expansion opportunities.

- Track customer health metrics (adoption, usage, engagement), mitigate risks proactively, and ensure long-term retention.

- Technical Troubleshooting & Cross-Functional Collaboration

- Troubleshoot technical issues, working closely with Engineering, Support, and Product teams to ensure timely resolution.

- Provide structured feedback to Product teams on customer needs, feature gaps, and platform enhancements.

Process & Documentation

- Develop scalable processes, templates, and playbooks to elevate Customer Success operations.

- Maintain clear and impactful documentation to support customer onboarding, adoption, and growth.

Required Skills & Experience

- 3+ years of Customer Success experience in B2B SaaS, preferably in cybersecurity, data security, or data analytics-driven platforms.

- Strong experience in data analytics, with the ability to derive insights, detect anomalies, and solve complex data-driven problems.

- Deep technical understanding of SaaS workflows, cloud architectures, API-based systems, and integrations.

- Experience managing large North American enterprise clients and complex multi-stakeholder accounts.

- Proven ability to influence and manage executive-level stakeholders.

- Excellent communication skills with strong expectation management and conflict-resolution capability.

- Demonstrated ability to work cross-functionally with Sales, Product, Engineering, and Support teams.

- Strategic thinker with strong hands-on execution skills and the ability to operate independently.