Technical Customer Success Manager

About the Role Security Joes is building JOES AIR (Autonomous Investigations & Response) , an AI-powered SecOps platform designed to connect security investigations and response into context-aware workflows, combining automation with human expertise and oversight. We're looking for a Technical Customer Success Manager to own the customer journey from technical evaluation through onboarding, adoption, and ongoing success. You'll work directly with customers and design partners to understand their security operations, demonstrate JOES AIR, lead technical evaluations and PoCs, guide onboarding, and ensure customers achieve meaningful value from the platform. You'll sit at the intersection of customers, GTM, Product, Design, and Engineering — translating real-world security workflows into actionable product feedback while driving customer engagements forward. As an early member of our product-facing team, you'll also help shape and establish the customer success processes, tools, and best practices that will support JOES AIR as it grows. What You'll Do Develop deep technical knowledge of JOES AIR and the security workflows it supports. Lead product demonstrations, technical discovery sessions, and customer workshops. Own and manage pilots and PoCs, including objectives, success criteria, timelines, technical requirements, and stakeholder coordination. Guide customers through technical onboarding, integrations, configuration, and training, collaborating with Engineering when needed. Understand customers' SOC, MDR, incident response, and threat investigation workflows and map JOES AIR into their existing environments. Maintain ownership of customer engagements from evaluation through production adoption and ongoing success. Monitor product adoption, usage, customer engagement, and satisfaction, proactively identifying risks and opportunities for improvement. Gather and structure customer feedback, feature requests, and product pain points, translating them into actionable insights for Product, Design, and Engineering. Coordinate cross-functional efforts to resolve technical and product blockers affecting customer success. Create and maintain onboarding processes, training materials, technical documentation, and customer-facing resources. Help establish scalable customer success processes and best practices as the product and customer base grow. Support renewals and expansion opportunities by ensuring customers continuously realize value from the platform. What You'll Bring 3+ years of experience in a customer-facing technical role, such as Technical Customer Success, Solutions Engineering, Security Consulting, Technical Account Management, or a similar position. Strong understanding of cybersecurity and security operations, including SOC, MDR, incident response, or threat investigation workflows. Hands-on experience working with or supporting security technologies such as SIEM, EDR/XDR, cloud security, case management, or incident response platforms. Ability to quickly understand complex technical products and communicate their value clearly to both technical and business stakeholders. Confidence leading product demonstrations, technical discussions, workshops, and customer meetings. Strong project management and organizational skills, with the ability to independently drive multiple customer engagements. Excellent communication, presentation, problem-solving, and relationship-building skills. A proactive, hands-on mindset, with the ability to take ownership, build processes, and thrive in a fast-moving product environment. Ability to collaborate effectively across GTM, Product, Design, and Engineering. Excellent written and spoken English, with the ability to communicate confidently with international customers. Nice to Have Experience managing technical PoCs, pilots, or product evaluations. Experience onboarding enterprise customers onto SaaS or cybersecurity platforms. Experience working with early-stage products or helping establish customer success processes. Familiarity with APIs, integrations, webhooks, and cloud environments. Experience with product discovery or structured customer-feedback processes. Familiarity with AI, automation, and agentic systems applied to security operations. What Success Looks Like Prospective customers clearly understand how JOES AIR fits into their security operations. Pilots and PoCs are executed successfully, with defined objectives, timelines, and measurable outcomes. Customers transition smoothly from evaluation to onboarding and meaningful product adoption. Technical and product blockers are identified early and driven to resolution. Customer feedback is translated into actionable product insights. Customers adopt the platform, realize measurable value, and build long-term relationships with Security Joes.