Senior Technical Success Manager

The Senior Technical Success Manager at Snyk plays a crucial role in driving customer satisfaction and loyalty by facilitating the integration of security within their Software Development Life Cycle (SDLC). This role involves building strong relationships with customer engineering and security teams, designing onboarding programs, and advocating for customer needs internally. Ultimately, their goal is to unlock business value through effective adoption of Snyk’s security solutions.

To excel as a Senior Technical Success Manager at Snyk, candidates should have at least 5 years of experience in a customer-facing role, preferably engaging with technical customers. Experience leading technical programs, along with a working knowledge of application security tools like GitHub, Jira and Jenkins is essential. A Bachelor’s degree in a technology-focused field such as computer science or engineering can be advantageous.

Successful candidates for the Senior Technical Success Manager role at Snyk should possess exceptional organizational and time-management skills. They must be able to communicate effectively with diverse stakeholders, from end users to executives, and be adept at facilitating challenging discussions. Additionally, a collaborative spirit and the ability to thrive in a fast-paced environment are crucial traits for driving results.

At Snyk, the work environment for the Senior Technical Success Manager is dynamic and collaborative. With a strong emphasis on inclusion and support, you will have the opportunity to lead cross-functional teams and engage with customer executives and technologists in a setting that fosters trust and innovation. The company values employee well-being and work-life balance, making it an engaging place to thrive.

Snyk is committed to supporting the career growth of its employees through various programs and opportunities. Senior Technical Success Managers can benefit from tailored learning and self-development programs, mentorship from more experienced colleagues, and participation in internal training sessions that aim to foster professional advancement and enhance technical skills.

The Senior Technical Success Manager at Snyk significantly impacts customer relationships by providing trusted advice, facilitating change management decisions based on data-driven insights, and supporting customers throughout their integration of Snyk's platform. By nurturing these relationships and regularly engaging with customers, the TSM helps to boost customer satisfaction and encourages continuous product adoption.

As a Senior Technical Success Manager at Snyk, you can expect a competitive benefits package that prioritizes health, wellness, and work-life balance. This includes flexible working hours, generous vacation time, health benefits, annual wellness allowances, and support for parental leave, ensuring that employees feel valued and able to perform their best work.

When answering this question, focus on specific examples where you have successfully engaged with customers in technical settings. Discuss instances where you identified customer needs, provided solutions using technical expertise, and how you measured the success of those engagements. Highlight the importance of empathy and understanding in building strong relationships.

A well-balanced approach is key here. Emphasize the importance of tailoring your communication style to the audience. For technical stakeholders, discuss the details of the tools and their integrations, while for non-technical stakeholders, focus on the business implications and value added from a security perspective. Give an example when you successfully navigated a challenging conversation.

Discuss your experience with developing tailored onboarding programs and conducting regular check-ins with customers. Share how you've utilized metrics to assess usage and identify areas for improvement and created strategic intervention plans to boost product adoption rates effectively.

Identify key performance indicators (KPIs) that matter, such as customer satisfaction scores, product adoption rates, or retention metrics. Talk about specific tools you have used to gather feedback and analyze data to adjust your strategies and ensure continuous improvement.

Share a specific situation where you represented a customer's interests to internal teams. Explain the steps you took to gather feedback from the client and the result of your advocacy, such as a feature enhancement that addressed their pain points, showcasing your impact on customer satisfaction.

Provide a comprehensive example of a challenging project, addressing the technical complexities and any pushback faced from stakeholders. Discuss how you balanced competing priorities, kept the project on track, and engaged others to ensure project completion.

Emphasize your commitment to staying updated through continuous learning—utilizing resources like online courses, industry journals, webinars, and networking with professionals. Mention specific topics of interest, current trends, or certifications you've pursued relevant to application security.

This question calls for a clear and compelling narrative that highlights your strategies and the resulting changes. Focus on your role in identifying gaps within the program, introducing successful new protocols, and demonstrating their impact through metrics or feedback.

Discuss common challenges such as resistance to change, integration with existing processes, or balancing speed with security. Highlight your experience tackling these obstacles, perhaps through change management methodologies or stakeholder engagement techniques that address concerns.

Reflect on the key responsibilities outlined in the job description that resonate with you. This might include the collaborative nature of the role, the chance to leverage your technical expertise to empower customers, or Snyk's mission to enhance digital security. Share your passion for the work and the opportunity to engage deeply with clients.