Senior Technical Customer Success Manager (DevSecOps)

TL;DR

Senior Technical Customer Success Manager (DevSecOps): Maximizing customer value from hirify.global's SaaS analytics platform by driving strategic adoption, providing advanced technical expertise, and mitigating risks with an accent on information security, DevSecOps, and observability. Focus on customized success planning, proactive monitoring, executive engagement, and navigating complex technical nuances to ensure customer ROI.

Location: Flexible, with 10-25% travel required for customer and corporate visits. Must be based in Costa Rica.

Company

hirify.global, Inc. offers an Intelligent Operations Platform that unifies security and operational data, empowering digital teams to detect, investigate, and resolve cybersecurity and cloud operations challenges using agentic AI-powered SIEM and log analytics.

What you will do

• Provide advanced technical expertise and consultative skills for hirify.global's platform.
• Drive strategic adoption and facilitate training on advanced features.
• Develop customized success plans aligned with customer requirements and business outcomes.
• Identify and mitigate financial and adoption risks within accounts.
• Collaborate with account teams on growth strategies and proactively monitor customer KPIs.
• Conduct Quarterly Business Reviews and monthly health checks with executive engagement.
• Monitor customer well-being and track health/usage indicators to reduce churn risk.

Requirements

• Extensive SaaS experience in a technical role managing multiple customer accounts.
• Background in DevOps Engineering, SOC analysis, or similar technical positions.
• Strong customer-centric approach, problem-solving, and relationship management skills.
• Excellent professional and clear communication for both executive and technical audiences.
• Ability to navigate ambiguity and proactively seek support.
• Proficiency in account management with attention to detail.
• Familiarity with Cyber Security frameworks and their application in the secure DevOps Lifecycle.

Nice to have

• Proficiency in hirify.global or similar monitoring platforms (Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).
• Hands-on experience with AWS, GCP, Azure, or other cloud services.
• SQL or similar query language skills.
• Experience in monitoring and alerting in security, operations, or SecDevOps settings.
• Kubernetes expertise (including HELM) and data analytics knowledge.
• OSS skills in Otel, Prometheus, and Falco.

Culture & Benefits

• Join a team renowned for tackling intricate security and operational challenges.
• High visibility within the company, including engagement with the executive team up to the CEO level on strategic initiatives.