Technical Customer Success Manager (German & English Language)
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Job Title
Technical Customer Success Manager (German & English Language)
About Skyhigh Security
Skyhigh Security is a dynamic, fast‑paced cloud company that is a leader in the security industry. Our mission is to protect the world’s data; we live and breathe security. We value learning at our core, underpinned by openness and transparency.
Since 2011, organizations have trusted us to provide a complete, market‑leading security platform built on a modern cloud stack. Our suite of products radically simplifies data security through easy‑to‑use, cloud‑based, Zero Trust solutions managed in a single dashboard, powered by hundreds of employees worldwide. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company.
Skyhigh Security is more than a company; when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, giving you the flexibility and freedom you need to reach your potential. From our employee recognition program to our “Blast Talks” learning series and team celebrations, we strive to be an interactive and engaging place where you can be your authentic self.
Role Overview
As a bilingual German/English speaking Technical Customer Success Manager, you own the relationship with key customers and serve as their technical point of contact. You will manage day‑to‑day engagement, driving operational success, best‑practice adoption, and long‑term customer satisfaction. Through a trusted‑advisor relationship, you guide customers in maximizing the value of our solutions, helping them operationalize security solutions post‑deployment and supporting continuous optimization.
Responsibilities – Operationalize & Realize the Value of Skyhigh
Manage the customer relationship and ensure that Skyhigh Security remains considered a key technology partner within the account.
Work closely with customers to understand business goals and use cases, tailoring adoption plans to achieve results.
Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.
Use technical expertise to conduct health checks and provide advisory to drive best‑practice adoption, solution optimization, component fine‑tuning, and DLP configurations.
Proactively monitor customer deployments and solutions, driving communication as needed.
Evaluate scope for timely escalation and ensure critical problems are addressed according to priority, working with support engineers and the escalation team as required.
Run regular operational governance meetings to ensure day‑to‑day functionality of the product and drive adoption activities.
Plan and execute governance meetings with customer C‑level stakeholders to drive strategic planning and value discussion.
Conduct best‑practice workshops and execute training around key features and use cases.
Develop and deliver QBRs and Value Plans for customers.
Responsibilities – Mature the Use of Skyhigh
Work with customers to identify needs in their security plan where Skyhigh could add value.
Collaborate cross‑functionally with Sales and Solution Engineering to create growth opportunities within the account.
Partner with Product Management and Engineering to ensure customer needs are understood so that we can build better products.
Proactively update customers about releases, updates, and upgrades, ensuring necessary actions maintain availability and satisfaction.
Qualifications
Fluent written and verbal proficiency in both German and English.
5+ years of customer‑facing technical role (Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, MSPs or similar) in large enterprise space with a solid understanding of technical support processes, customer management/handling skills, and the ability to work under pressure.
Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
Excellent understanding of application layer protocols (HTTP, HTTPS/SSL), PKI, Network Security – Firewalls/Proxy/VPN and SIEMs.
Sound fundamentals of TCP/IP, HTTPS, SSO‑SAML, SAAS understanding and in‑depth knowledge of networking and security concepts.
Strong troubleshooting and problem‑solving skills with a customer‑first mindset.
Excellent customer management skills, including the ability to influence and manage deeply technical customers.
Self‑motivated with excellent interpersonal, communication, presentation, and documentation skills.
Demonstrated ability to translate technical concepts for various audiences.
Ability to manage multiple accounts while prioritizing key customer needs.
Desirable but not required: Understanding of cloud platforms such as O365 Suite, Salesforce, Azure, AWS, GCP.
Company Benefits and Perks
Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
EEO Statement
We’re serious about a workplace where everyone can thrive and contribute to our industry‑leading products and customer support. We prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other
Software Development
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