Technical Customer Success Manager

Cyberattacks on critical infrastructure, government, and private enterprises are at an all time high – and only growing more urgent with AI. Xage is a global leader in zero trust access and protection at the forefront of solving this pressing issue. We are pioneering a secure tomorrow by empowering organizations worldwide to connect anyone to anything, while delivering unparalleled defense against every cyber threat.

We have built tremendous momentum across governments and commercial enterprises around the world, and it’s just the beginning. Recognized by Forbes as one of America’s Best Startup Employers, Xage prioritizes creativity, collaboration, and innovation in pursuit of our mission. We are headquartered in Palo Alto, CA and have global teams across North America, EMEA, and APJ .

We’re passionate about solving problems that have positive, real-world consequences for the lives of everyday people. We hope you’ll join us in the fight against cyberattacks and safeguarding critical systems.

Xage is looking for a Technical Customer Success Manager with in-depth knowledge of Zero Trust Architecture (ZTA), cyber and network security solutions for connected and cyber-physical systems, with a focus on Identity and Access Management (IAM) in distributed, highly constrained environments., particularly experience of working in large federal projects. The successful candidate will have a strong background in creating, implementing, and maintaining cybersecurity solutions and services, emphasizing cyber-physical systems and environments, network security design, and deployment.

Additionally, they should have expertise in cybersecurity standards and frameworks.

This role is responsible for maintaining high customer satisfaction (CSAT/NPS), achieving quarterly goals for product adoption, and supporting customer retention and expansion efforts.

Strong presentation, communication and influencing skills are required to collaborate with clients, market leaders, geography leaders, and security sales representatives to motivate current and emerging services. In this role you are responsible for delivering client value through quality deliverables of Xage’s cybersecurity services portfolio.

Job Title: Technical Customer Success Manager
Location: Remote
Nationality
: US National
Security Clearance: Preferred

• Act as a subject matter expert and trusted advisor to clients, assessing, implementing, and delivering customized integrations and workflows based on knowledge of the industry, Zero Trust principles, cyber-physical systems and environments best practices, federal project requirements, and the client’s business objectives.
• Manage and own technical escalations as the customer’s primary technical liaison, driving timely resolution and coordinating with Engineering and Support teams to ensure high customer satisfaction and minimal disruption to mission-critical operations.
• Provide training and coaching to customers on how to establish and manage their Xage Security solutions deployment.
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs.
• Stay customer-obsessed and represent the customer internally in influencing product roadmap and improvements.
• Work with customers and internal stakeholders to define technical solutions that meet customer use cases and requirements using a combination of internal and in some cases 3 rd party software/hardware/tools.
• Collaborate with sales teams to establish strong client relationships with key accounts, particularly within the federal sector, by demonstrating technical expertise and a deep understanding of client needs to help progress organic growth.
• Identity gaps in product functionality and flexibility and proactively work with product management and engineering organizations to address these gaps using a combination of internal R&D and technology/product partnerships.

Required Technical and Professional Expertise

• Degree in Computer Science or Engineering
• 3+ years of experience in developing…