Technical Success Manager

Mend is seeking a skillful Technical Success Manager to join our team!

This is a role dedicated to driving success for our top-tier accounts. You will be the success architect and orchestrator of their entire journey, ensuring they fully maximize the value of the Mend platform and achieve their desired outcomes. You'll combine technical expertise with a relentless focus on organization and process improvement, identifying and bridging any gaps or issues that arise within these complex accounts.

Location- Israel ( hybrid ) - You will work Monday to Friday in this position, with two days in the office and three days from home.

What will a typical day look like for you?

Technical Mastery

• High proficiency: Develop and maintain an understanding of best practices for at-scale implementations of the Mend solutions.
• Become the trusted advisor: Proactively understand and anticipate the technical needs and challenges of your assigned accounts. Understand complex technical situations, take ownership of ensuring resolution, and escalate when necessary.
• Foster collaboration: Bridge the gap between technical knowledge and customer needs, translating complex technical information into clear and actionable insights for both internal and external stakeholders. Collaborate effectively with engineering, product, support, sales, marketing, and leadership teams to deliver optimal solutions.
• Continuous learning: Maintain a commitment to continued growth and understanding of Mend's implementations, staying abreast of the latest updates and best practices.

Customer-Centric Success

• Drive adoption and retention: Design and execute personalized customer success plans with measurable goals, focusing on maximizing feature utilization, securing client renewals, supporting lead generation, and driving expansion revenue.
• Proactive problem-solving: Identify and address potential roadblocks before they become critical issues, ensuring proactive solutions to maintain smooth operations and high customer satisfaction.
• Champion new processes: Continuously assess and optimize customer workflows, implementing solutions or identifying gaps to improve efficiency and effectiveness across the company.

Operational Excellence

• Master of organization: Implement and refine internal processes to optimize the customer experience and ensure seamless communication and collaboration with your accounts.
• Data-driven decision-making: Leverage metrics and KPIs to track progress, identify areas for improvement, and demonstrate the impact of your initiatives.
• Communicate effectively: Deliver clear and concise technical communications to both internal and external stakeholders, influencing, advocating, and driving action as needed.

 Requirements:

• At least 4 years of experience in Customer Success or Customer Experience, including 2+ years in a technical support or engineering role
• Strong technical and problem-solving skills, with a passion for staying ahead of the curve in software security and development trends
• Excellent communication, collaboration, and presentation skills, with the ability to build strong relationships across diverse teams
• Data-driven approach with a focus on continuous improvement and measurable results
• Bachelor’s degree or higher in a related field, or equivalent work experience
• Experience with Software Composition Analysis (SCA) or Static Application Security Testing (SAST) solutions — a strong advantage
• Experience with software development build tools (e.g., NPM, NuGet, Maven, Gradle, Pip)
• Experience with SDLC and DevOps tools (e.g., GitLab, Bitbucket, JFrog Artifactory, Azure DevOps, Jenkins, TeamCity)
• Knowledge of containerization technologies (e.g., Docker, Kubernetes, OpenShift)
• Familiarity with cloud environments (e.g., AWS, Microsoft Azure)
• Familiarity with infrastructure as code (IaC) tools (e.g., Terraform, Ansible, AWS CloudFormation)