Technical Success Manager

Why

We are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security.

We are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need

Mend is seeking a skillful Technical Success Manager to join our team

This is a role dedicated to driving success for our top-tier accounts. You will be the success architect and orchestrator of their entire journey, ensuring they fully maximize the value of the Mend platform and achieve their desired outcomes. You'll combine technical expertise with a relentless focus on organization and process improvement, identifying and bridging any gaps or issues that arise within these complex accounts.

Location - Remote (Poland)

Responsibilities:

• Develop and maintain an understanding of best practices for at-scale implementations of the Mend solutions
• Proactively understand and anticipate the technical needs and challenges of your assigned accounts. Understand complex technical situations, take ownership of ensuring resolution, and escalate when necessary
• Bridge the gap between technical knowledge and customer needs, translating complex technical information into clear and actionable insights for both internal and external stakeholders. Collaborate effectively with engineering, product, support, sales, marketing, and leadership teams to deliver optimal solutions
• Maintain a commitment to continued growth and understanding of Mend's implementations, staying abreast of the latest updates and best practices.
• Design and execute personalized customer success plans with measurable goals, focusing on maximizing feature utilization, securing client renewals, supporting lead generation, and driving expansion revenue.
• Identify and address potential roadblocks before they become critical issues, ensuring proactive solutions to maintain smooth operations and high customer satisfaction.
• Continuously assess and optimize customer workflows, implementing solutions or identifying gaps to improve efficiency and effectiveness across the company.
• Implement and refine internal processes to optimize the customer experience and ensure seamless communication and collaboration with your accounts
• Leverage metrics and KPIs to track progress, identify areas for improvement, and demonstrate the impact of your initiatives
• Deliver clear and concise technical communications to both internal and external stakeholders, influencing, advocating, and driving action as needed

Requirements:

• At least 4 years of experience in Customer Success or Customer Experience, including 2+ years in a technical support or engineering role
• Strong technical and problem-solving skills, with a passion for staying ahead of the curve in software security and development trends
• Excellent communication, collaboration, and presentation skills, with the ability to build strong relationships across diverse teams
• Data-driven approach with a focus on continuous improvement and measurable results
• Bachelor's degree or higher in a related field, or equivalent work experience
• Experience with Software Composition Analysis (SCA) or Static Application Security Testing (SAST) solutions — a strong advantage
• Experience with software development build tools (e.g., NPM, NuGet, Maven, Gradle, Pip)
• Experience with SDLC and DevOps tools (e.g., GitLab, Bitbucket, JFrog Artifactory, Azure DevOps, Jenkins, TeamCity)
• Knowledge of containerization technologies (e.g., Docker, Kubernetes, OpenShift)
• Familiarity with cloud environments (e.g., AWS, Microsoft Azure)
• Familiarity with infrastructure as code (IaC) tools (e.g., Terraform, Ansible, AWS CloudFormation)

Company Benefits

We offer two flexible engagement options: B2B contract or employment via Deel. Both come with a strong benefits package designed to support you professionally and personally.

Core Benefits:

• Remote Work: Work from your home office in Poland.
• Training Budget: Annual budget for professional development.
• Stock Options: Share in our company's success.
• Recharge Days: 4 Annually (One company-wide Friday off each quarter).
• Absence Paid Days: 36 days to utilize time off.
• Company Equipment Purchase: We cover the cost of your new laptop and essential work tools, so you can set yourself up for success from day one.

Additional Benefits: (Employment of record per local law)

• Social security, pension, labor fund, public health insurance, accident and disability insurance, and guaranteed employee benefits fund.
• Maternity and parental leave in accordance with Polish employment regulations.

Our Culture

At , we are leading the way in securing AI-powered applications, and we believe the best innovations come from teams where everyone feels valued. We are committed to a workplace built on respect, trust, and growth, where learning and flexibility empower people to do their best work.