Technical Customer Success Manager

Technical Customer Success Manager (AI SOC & Automation)

Location: Greater Vancouver area candidates only

The Opportunity:

At D3 Security, we're redefining cybersecurity operations with the industry's most advanced AI-powered Security Orchestration, Automation, and Response (SOAR) platform. Our AI SOC helps global enterprises and MSSPs automate threat response, eliminate alert fatigue, and accelerate investigations through intelligent workflows.

We're looking for a Technical Customer Success Manager (T-CSM) who's passionate about bridging the gap between technology and customer impact. This isn't a typical support role — it's a blend of technical expertise, strategic relationship management, and proactive advocacy. You'll ensure our customers achieve full value from D3's automation platform by guiding them through onboarding, implementation, and long-term success.

What You'll Be Doing…

Customer Onboarding & Activation

• Take ownership of the post-sale relationship and lead customers through deployment and integration of D3's SOAR and AI SOC solutions.
• Ensure smooth handoffs from Sales, with clear milestones and measurable success outcomes.
• Work closely with customer security teams to configure automation playbooks and workflows that align with their SOC operations.
  
  

Customer Engagement & Relationship Management

• Build and maintain strong relationships with key stakeholders — from SOC analysts to CISOs.
• Drive platform adoption through regular check-ins, training sessions, and performance reviews.
• Translate customer feedback into actionable insights for Product and Engineering teams.
  
  

Technical Troubleshooting & Advocacy

• Investigate and triage technical issues, using your analytical and problem-solving skills to find root causes.
  Collaborate with Engineering and Support teams to resolve complex automation or integration challenges.
• Use log analysis or basic queries (SQL, Python, JSON) to validate or reproduce customer-reported issues.
• Clearly communicate technical findings to both technical and non-technical audiences.
  
  

Risk & Churn Management

• Monitor account health and proactively engage with at-risk customers.
• Develop tailored success plans to address adoption challenges and maintain long-term satisfaction.
  
  

Renewals, Expansion & Growth

• Partner with Sales and Product teams to identify upsell and cross-sell opportunities.
• Lead renewal conversations by demonstrating measurable business value, ROI, and SOC efficiency gains.
  
  

Strategic Reviews & Account Planning

• Conduct regular QBRs with enterprise and MSSP clients to review outcomes, align on KPIs, and preview roadmap updates.
• Share customer insights to influence product enhancements and new automation capabilities.
  
  

Process & CRM Discipline

• Maintain accurate and detailed customer data within the CRM (e.g., HubSpot).
• Contribute to best practices and standard operating procedures that scale Customer Success operations.
  
  

What You'll Bring to the Table...

• 5+ years in SaaS Customer Success, Technical Account Management, or related client-facing role.
• Proven success driving adoption, renewals, and expansion within enterprise or security-focused accounts.
• Strong communication, relationship-building, and problem-solving skills.
• Familiarity with SOC operations, SIEMs, and cybersecurity automation tools is a major plus.
• Proficiency with CRM and BI tools, data analysis, and account planning.
• Ability to use SQL or scripting for troubleshooting, log review, or data validation.
  Code literacy — comfortable reading scripts, JSON payloads, or API calls.
• Self-starter who thrives in a fast-paced, mission-driven environment.
  
  

Why D3 Security:

• Be part of an industry leader in AI-driven security automation.
• Collaborate with some of the most innovative SOC teams in the world.
• Work with cutting-edge technologies that combine AI reasoning, threat intelligence, and orchestration.
• Competitive compensation and growth opportunities in the rapidly evolving cybersecurity space.
  
  

Experience:

• SaaS Customer Success / Account Management: 5 years (required)
  

Location: Vancouver, BC (required)

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