Technical Success Architect

Overview

Senior Technical Customer Success Architect who owns Endor Labs' most strategic, highest-ARR accounts as the senior relationship owner and trusted advisor to security and engineering leadership.

What you'll do

• Own a defined, high-ARR book of business, driving adoption, retention, expansion, and customer satisfaction, and building multi-threaded relationships across security, engineering, and executive stakeholders.
• Orchestrate cross-functional internal teams and engage executive, technical, and business stakeholders to understand customer goals and translate them into a clear value narrative.
• Proactively build and maintain executive relationships, run structured business reviews, and analyze adoption and usage trends to quantify value delivered and drive commercial recommendations and expansion opportunities.
• Create and manage account plans covering the entire customer journey, and plan, track, and deliver customer enablement and success initiatives across multiple stakeholders.
• Assist customers with creating and delivering rollout plans, security policies, and integrated SDLC processes; onboard AppSec and development teams; and run consultation calls and enablement sessions.
• Guide and train customers in using the Endor Labs Platform.
• Identify technical, organizational, and relationship risk early, ensure critical issues are documented and escalated, and drive resolution before issues threaten the relationship.
• Coordinate responses to questions, issues, and escalations with Support, Product Management, Sales, Professional Services, and other teams, providing oversight to ensure a consistently positive customer experience.
• Bring a point of view on AppSec strategy, prioritization, and program maturity, acting as a trusted advisor rather than a ticket-solver.
• Stay current on platform and product releases, educate customers on new features, and help them apply these to their environments and use cases.
• Capture customer feedback and feature requests for Product Management and Engineering, and share account health through regular reporting to management and internal stakeholders.
• Partner with the Sales team on account strategy and identify expansion opportunities for additional products or services within your accounts.
• Manage your time to focus on activities that most move satisfaction, renewal, and growth, and share best practices to raise the bar for the team.

What you'll need

• 8+ years in customer success, account management, or consulting roles managing enterprise, high-ARR accounts, ideally in B2B SaaS or security.
• A strong technical foundation, comfortable discussing application security, software supply chain, CI/CD, and modern engineering practices, and understanding the technologies and constraints of an application security program, without needing to implement fixes.
• Demonstrated ability to build trust and influence at the VP/C-level, running business reviews and navigating complex, multi-stakeholder organizations.
• A track record of building account plans, coordinating multi-workstream initiatives with strong project management discipline, managing competing priorities, and identifying and mitigating account risk.
• Comfortable analyzing adoption and usage data to extract insights, quantify value delivered, and turn findings into commercial recommendations.
• A consultative mindset, able to diagnose a customer's broader security program maturity and guide them toward outcomes.
• Able to translate technical detail into business language for executives, and business priorities into technical direction for engineering teams.

Nice to have

• Comfortable using AI agents and tools such as Claude to research accounts, prepare for meetings, and streamline day-to-day workflows.

Details

• Location: Remote US.