Senior Technical Customer Success Manager

As a Senior Technical Customer Success Manager, you will serve as a strategic partner and technical advisor to our most valued Exterro customers and to the Customer Success team. You'll own the post-sales relationship, drive product adoption, ensure technical alignment with customer goals, and play a key role in retention and expansion efforts. This is a high-impact, customer-facing role ideal for someone who blends deep technical knowledge with a strong customer-centric mindset.

Responsibilities:

• Own the technical relationship post-sale, from onboarding through renewal and expansion.
• Serve as a trusted advisor to our Strategic customers on best practices, product architecture, integrations, and optimization strategies.
• Lead technical onboarding, including implementation support, configuration guidance, and environment readiness.
• Partner cross-functionally with Sales, Product, Support, and Engineering to drive outcomes for complex accounts.
• Proactively manage a portfolio of enterprise and high-value customers, ensuring health, adoption, and value realization.
• Conduct QBRs, solution reviews, and roadmap alignment sessions for assigned customers and also support the CSM team on key technical opportunities to support our key customers.
• Identify and mitigate risk proactively; escalate critical issues appropriately.
• Translate customer feedback into actionable insights for Product and Engineering.
• Contribute to customer enablement resources, including documentation, knowledge base content, and webinars.
• Develop and maintain a thorough understanding of the use cases, capabilities, and features of Exterro products and solutions within your area(s) of product alignment.

Requirements:

• 5+ years in a Customer Success, Solutions Engineering, Technical Account Management, or related technical client-facing role.
• 3+ years of Cybersecurity, Privacy, E-discovery, and/or Digital Forensics experience
• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• One of the following (both preferred):
• Strong technical background with expertise in foundational technologies such as cloud platforms, SaaS services, encryption, APIs, networking, AI, data architecture, etc.
• Experience designing, deploying, configuring, and performing deep troubleshooting of an Exterro (or similar) solution
• Strong understanding of cloud platforms, APIs, SaaS products, and data integration concepts.
• Experience with tools like Salesforce, Jira, Postman, SQL, or scripting languages (Python, Bash) is a plus.
• Ability to explain complex technical topics to both technical and non-technical audiences.
• Proven success managing enterprise customer relationships, driving adoption and expansion.
• Strong organizational, project management, and problem-solving skills.
• Excellent written and verbal communication.

Why You’Ll Love The Team:

• Be part of a customer-obsessed, collaborative team.
• Work on complex, high-value problems with leading clients.
• Partner with cutting-edge product and engineering teams.
• Competitive salary, equity, and benefits.

Why Exterro?

• Impact: Play a key role in a company at the forefront of data risk management, helping businesses safeguard their data in an increasingly complex digital world.
• Growth Opportunity: Join a rapidly growing organization where you can shape and influence revenue operations and product pricing strategy.
• Culture: Work in an innovative, inclusive, and collaborative environment, where your contributions are valued, and your professional development is supported.

To apply, please visit us on our career page: https://www.exterro.com/about/careers/

Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check.

We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The salary range for this remote position is $105,000-$120,000 per year, based on skills, experience and qualifications. The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more.

Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role.

All employees are responsible for understanding and adhering to the organization's security and privacy policies, procedures, and standards. As part of your role, you are expected to protect the confidentiality, integrity, and availability of information and systems within your scope of responsibility. Additionally, you are required to participate in mandatory security and privacy training and ensure that best practices are applied in all work activities.