Technical Customer Success Manager

ABOUT THE COMPANY

Stamus Networks is an exciting early stage cybersecurity software company poised for tremendous growth.

Stamus Networks believes in a world where defenders are heroes, and a future where those they protect remain safe. As organizations face threats from well-funded adversaries, we relentlessly pursue solutions that make the defender’s job easier and more impactful.

The global leader in Suricata-based network security solutions, Stamus Networks enables security and network teams to transform overwhelming data into precise insights that eliminate false positives and dramatically reduce response times to network killers. We harness the unmatched power of Suricata and deliver clarity amidst complexity through open, transparent network defense.  We enable organizations to build resilient security operations that adapt to evolving threats.

Our Clear NDR product is trusted by some of the world’s largest organizations, including government CERTs, central banks, insurance providers, managed security service providers, financial service providers, multinational government institutions, broadcasters, travel and hospitality companies, and even a market-leading cybersecurity SaaS vendor.

Headquartered in Indianapolis, IN and Paris, France, Stamus Networks is 100% virtual, with team members currently living and working out of eight different countries. 

ABOUT THE POSITION

We are seeking a highly motivated and customer-focused individual to join our team as a Technical Customer Success Manager for our network security company. As a Technical Customer Success Manager, you will play a critical role in ensuring our customers achieve their desired outcomes by effectively utilizing our network based threat detection and response platform. You will act as a trusted advisor, fostering strong relationships with our clients, and driving customer satisfaction, retention, and expansion.

This position is remote and will be expected to operate in the German time zone.

In this role, you will be an early member of a growing customer solutions team in a small company and will report directly to the Customer Success Team Lead. As such, you will often establish the customer’s impression of the company, you will be given the opportunity to make a direct impact on the success of the company, and you will help shape the future of the team. 

With success in this role, you will have opportunities to advance your career as an early member of a growing support and customer success team in a high-growth start-up environment with a strong product, an impressive customer base, and tremendous upside.

We offer a supportive and positive work culture, flexible remote work environment, competitive compensation, and a generous benefits package that includes paid time off and stock options.

Responsibilities:

Onboarding

• Lead technical onboarding for new customers.
• Coordinate deployment planning: architecture review, data sources, sensors, SPAN/TAP guidance, and integrations (SIEM, SOAR, EDR, etc.).
• Deliver initial setup validation and ensure the environment is correctly tuned to customer requirements.
• Provide onboarding documentation, best practices, and an adoption roadmap.

Training and Documentation

• Train new and existing customers on the Clear NDR platform
• Develop new training material as the product and the customer needs evolve
• Develop new documentation for integrations, onboarding and training

Technical account management

• Serve as the customer’s primary technical point of contact.
• Conduct monthly and quarterly meetings with customers in order to track adoption and issues.
• Build a long-term technical relationship and understand each customer’s security posture, SOC operations, and constraints.
• Advocate internally for customer needs (feature requests, detection gaps, integration requirements).
• Conduct periodic health checks, review detection efficacy, and ensure continuous improvement.

Support

• Own 1st level support triage and troubleshooting.
• Coordinate support escalations
• Own all support interactions for assigned accounts: Monitor open cases, ensure timely follow-up, drive escalations internally when needed
• Translate customer issues into clear actions for engineering or support teams.
• Provide post-incident reviews after major issues or false positives/false negatives.

Cross-Functional Collaboration:

• Work closely with: Support team (case management), engineering (bug tracking, feature requests), product (feedback loops), sales/renewal teams
• Act as the voice of the customer inside the company.

Requirements:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience as a Customer Success Manager, Technical Support, or similar customer-facing role within the technology or network security industry.
• In-depth knowledge of network security principles, technologies, and industry trends.
• Excellent interpersonal and communication skills, with the ability to build strong relationships and present complex technical information in a clear and understandable manner.
• Strong problem-solving and analytical skills, with a focus on providing practical solutions to customer challenges.
• Results-driven and customer-focused mindset, with a passion for ensuring customer success.
• Hands-on experience with Linux OS, VM, networking, and TCP/IP stack.
• Hands-on experience with network security tools and technologies.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Familiarity with Suricata IDS/IPS is a plus
• Familiarity with customer success management software and tools is a plus.

Additional Informations:

At Stamus Networks we are committed to collaboration with prospects, clients and partners that exceed expectations. All qualified applicants will be considered for employment without regard to race, gender, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

This is a remote role with occasional travel required. You will require a quiet work space and a reliable Internet connection within your remote environment. All IT equipment will be provided.