We are looking for a Scaled Customer Engineer to build lasting relationships with our SMB and mid-market customers. In this role, you will serve as the primary point of contact for our customers with <2500 seats, delivering exceptional service that reinforces our reputation for outstanding customer experience. You will also partner strategically with Sales, Solution Engineers, and Product Support teams to ensure seamless customer journeys while collaborating cross our Marketing and EPD teams to drive production adoption and retention at scale.
We’re excited for you to transform customers into enthusiastic advocates who succeed without requiring continuous high-touch support. Our hope is that you’ll help shape the future direction of our rapidly growing Customer Engineering team too!
Responsibilities
Fully own scaled customers & their lifecycle touchpoints, including process improvements and providing escalated support when necessary.
Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.
Provide guidance and assistance on any new documentation needed to maximize scaled success.
Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through renewal and beyond.
Drive proactive async customer touchpoints, including new feature and roadmap updates, and find opportunities for expanding which Material products are used.
Act as advocate for scaled customers within Material.
What We’re Looking For
Track Record: 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company. Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies, as well as cybersecurity or identity management experience, are all a big plus.
Technical Acumen: Technical skills and knowledge / industry experience relevant to use cases/environments (sold, implemented and or managed security products, domain expertise in security, cloud email, IT, Google/Office 365, SSO, etc.). A data-driven mindset is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities.
Project Management: Ability to multitask and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills.
Customer Empathy: Have sincere empathy for the customer and a commitment to delving deep into the challenges they present or experience; our Customer Engineers have a natural tendency to take on new and unique customer asks/requirements.
Attitude & Ambition: The best candidates are smart, hard-working, competitive, and not afraid to fail. They are team first but willing to take the lead with minimal guidance and supervision.
Cross-functional and Collaborative: Ability to contribute directly to the following teams: Sales, Product, Marketing, and Engineering
Versatile: Should be able to learn new tools & technologies quickly, and be able to communicate the product and problem space fairly deeply
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Material Security is a remote-first workplace with an office in San Francisco, California.
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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $140,000 - $180,000.
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