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Technical Customer Success Manager

Remote, Costa Rica

About Exaforce

At Exaforce, we empower security and operations (SOC) teams with a cutting-edge AI-driven platform designed to supercharge productivity and effectiveness. Our innovative Agentic SOC Platform leverages AI agents (“Exabots”) and advanced data exploration to deliver real-time insights, proactive threat detection and response, detailed investigations, and automated workflows. Supported by top investors such as Khosla Ventures, Mayfield, and Thomvest Ventures, we enable SOC teams to react to threats with speed, precision, and reduced costs. Join us in reshaping the way SOC teams operate and addressing cybersecurity challenges of the future.

The role

This is not a traditional CSM job. You own the account after the sale: you get the customer’s data in, make sure our detections are working on it, and turn that into renewals and growth. You will spend real time on the platform and in customer data, and real time with CISOs and SOC leads. If you have only done one of those two things, this is not the right fit.

You will quarterback a focused book of accounts and you are the named owner for each one. That includes accounts where an MDR runs the platform day to day: you work closely with both the customer and (if applicable) the MDR team to ensure the account is healthy and growing. You are the customer advocate and a critical feedback loop to the Exaforce extended teams, including sales, support, product, engineering, etc.

What you will own

Onboarding and data

  • Lead onboarding for new and existing customers. Connect their data sources, validate the data is landing and parsed correctly, and get them live fast.
  • Know our core data sources well: identity providers (Okta, Entra ID), EDR (CrowdStrike, SentinelOne, Defender), email security (Proofpoint, Mimecast, Abnormal), cloud (AWS, Azure, GCP) and Google Workspace.
  • Map each customer’s data to the detections and investigations it powers. Show them where they have coverage and where they have blind spots.
  • Recommend the next data source to connect, and explain what it unlocks.

Adoption and value

  • Drive real usage: data sources connected, search, agentic triage and response, analyst feedback that tunes the tenant.
  • Run custom business reviews built from the customer’s own data. No templates.
  • Translate what the platform did into outcomes a CISO cares about: alerts handled, time saved, threats caught, coverage gained.
  • Own the relationship alongside the account teams to ensure alignment is occurring. Quarterback high-visibility activities including QBRs, workshops, etc. You set the agenda and pull in the Account Executive (AE) and Solutions Engineer (SE) where they add value.

Retention and growth

  • Own the renewal and upsell outcome for your book. You build the case and drive the timeline; the AE runs the commercial negotiation. Spot risk early and fix it before it becomes a churn conversation.
  • Find and qualify expansion: new data sources, higher volume, new teams or business units, MDR partners. Bring the AE in with the technical and business case built, and stay on it through close.
  • Keep account health current in HubSpot and in our health tracker.

Voice of the customer

  • Own escalations end to end, working with Support, Solutions Engineering and Engineering.
  • Do the homework on feature requests before they go to Product: log samples, API docs, parser fit, the data needed. No copy-paste tickets.

How you are measured

  • Gross revenue retention (GRR): keep what we have.
  • Net revenue retention (NRR): grow what we have.
  • Adoption: how fast the customer goes live, how many data sources they connect, and whether usage keeps going up.

Comp is base plus variable paid on renewals and upsells. The AE runs pricing and contract negotiation; you own the value, the relationship and the usage that get the customer to yes.

What you bring

  • 2+ years in security, nice to have hands-on time in a SOC, MDR, detection engineering, IR or a similar security role.
  • 3+ years customer-facing in a post-sale role (CSM, TAM, technical success, professional services) or a pre-sale SE role, with ownership of renewal or expansion outcomes.
  • Working knowledge of how alerts flow through a SOC: ingestion, parsing, detection, triage, investigation, response.
  • Hands-on with at least three of: an IdP, an EDR, an email security gateway, a cloud provider’s security logs, Google Workspace or M365.
  • You understand MDR: what the provider does, what the customer still owns, and where the handoffs break.
  • You can sit with a CISO and talk about risk, budget and board priorities, then sit with a SOC lead and talk alert volume, false positives and analyst time.
  • Clear, short writing. You can turn a messy technical situation into a plain update for an executive.
  • Strategic thinker, ability to communicate effectively in terms leaders understand while distilling it downstream to their teams while ‘signal boosting’ the goals.

Nice to have

  • SIEM or SOAR experience (Splunk, Sentinel, Elastic, Chronicle, Torq, Tines).

How to Apply

Interested candidates are invited to submit their resume and cover letter outlining their qualifications and experience. Please send your application to careers@exaforce.com with the subject line "Customer Success Manager".