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, f