Sr. Staff Technical Success Executive

Role overview

This senior-level role functions as the executive intervention capability for the most strategically significant customer situations tied to an AI-native cybersecurity platform. It combines executive relationship management, deep technical cybersecurity expertise, cross-functional leadership, and commercial strategy to help large enterprise customers recover from complex situations and realize full value from their security investment. Unlike traditional Customer Success or Technical Account Management roles, this position is reserved for high-stakes engagements where executive-level intervention is required.

Responsibilities

- Serve as the primary executive partner for strategically significant customer engagements, building trusted relationships with CISOs, CIOs, CTOs, executive sponsors, architects, and operational leaders. - Take executive ownership of customer situations surfaced through early warning systems, critical accounts programs, crisis management efforts, and executive escalations. - Temporarily lead customer strategy over the existing account team until the engagement reaches successful resolution, ideally culminating in renewal and a return to standard operating models. - Develop and own Executive Recovery and Success Plans covering technical milestones, executive engagement plans, commercial strategy, value realization objectives, and exit criteria. - Lead technical recovery efforts across major incidents, platform outages, deployment challenges, architecture reviews, competitive evaluations, and security operations concerns. - Align internal product, engineering, and support organizations around a single unified customer strategy.

Requirements

- Extensive experience in customer-facing technical leadership roles within enterprise software or security organizations. - Strong technical credibility for diagnosing complex problems, challenging assumptions, and guiding solution strategy. - Demonstrated ability to lead conversations with customer security executives, architects, and internal product and engineering leaders. - Experience managing multi-threaded, complex customer situations spanning technical, operational, and commercial dimensions. - Track record of partnering closely with product management, engineering, and technical support organizations. - Background in executive relationship management with large enterprise customers.

Nice to have

- Professional services leadership experience. - Hands-on experience managing customer recovery during major incidents, platform outages, or enterprise-scale technical escalations. - Executive relationship management experience with Fortune 500 customers. - Cybersecurity industry experience.

Benefits and work setup

- Restricted Stock Units and Employee Stock Purchase Plan. - Flexible time off, paid company holidays, paid sick time, gender-neutral parental leave, and grandparent leave. - Medical, dental, and vision coverage; 401(k) with company match; life and disability insurance. - Health and dependent care FSA, voluntary insurance options, Employee Assistance Program, pre-paid legal services, and pet insurance. - Fertility coverage, adoption and surrogacy reimbursement, wellness coaching, and gym reimbursement. - Home office allowance and mobile phone reimbursement. - U.S. role with a location-dependent base pay range disclosed during the recruiting process.