Mend.io

Manage and optimize customer technical success and adoption of security solutions, bridging technical and business needs. | Requires 4+ years in customer success or technical support, with experience in SDLC/DevOps tools, SCA/SAST solutions, and cloud environments, which are not reflected in your background. | Why Mend.io 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! The Technical Success Manager (TSM) acts as the "Success Architect" for our top strategic accounts. This role combines deep project management expertise with strategic consulting to ensure complex deployments achieve maximum value, bridging the gap between Engineering and the Customer. Location - Remote (United States) Responsibilities: Customer Relationship Management: Trusted Technical Advisor: Proactively understand and anticipate the technical needs and challenges of assigned accounts, acting as the primary technical point of contact. Stakeholder Mapping (Technical): Identify and engage technical decision-makers and engineering leads to ensure the solution is deeply integrated into their SDLC. Health Checks: Conduct technical health reviews to assess implementation status, identifying gaps or issues before they impact the customer relationship. Bridge the Gap: Translate complex technical information into clear and actionable insights for both internal and external stakeholders. Onboarding and Continuous Education: Implementation Architecture: Develop and maintain best practices for at-scale implementations, specifically related to GitHub Enterprise and complex SDLCs. Technical Enablement: Deliver high-level technical training and workshops to ensure customer teams are fully proficient in Mend solutions. Continuous Learning: Maintain a commitment to continued growth and understanding of industry trends, staying abreast of the latest updates and best practices. Monitoring Customer Health and Retention: Proactive Problem-Solving: Identify and address potential technical roadblocks before they become critical issues, ensuring proactive solutions to maintain high satisfaction. Resolution Ownership: Take ownership of ensuring resolution for complex technical situations, escalating to Engineering only when necessary. Optimization: Continuously assess and optimize customer workflows, implementing solutions to improve the efficiency and effectiveness of the solution. Coordination with Internal Teams: Collaboration: Collaborate effectively with Engineering, Product, Support, Sales, and Marketing to deliver optimal solutions and advocate for customer technical needs. Feedback Loop: Provide detailed technical feedback to Product Management to influence the roadmap based on strategic customer requirements. Customer Goal Measurement: Maximize Utilization: Design and execute success plans with measurable goals, focusing on maximizing feature utilization and adoption. Data-Driven Decision Making: Leverage metrics and KPIs to track technical progress, identify areas for improvement, and demonstrate the impact of initiatives. Identify Upsell and Cross-sell Opportunities: Technical Validation: Identify opportunities where additional products or features could solve specific technical challenges for the customer. Expansion Support: Support the generation of new leads and the driving of expansion revenue by validating the technical fit of new solutions. Renewal Strategy & Execution: Retention Support: Partner with the ASM to secure client renewals by demonstrating technical value and ensuring the solution is "sticky" within the environment. Risk Mitigation: Eliminate technical blockers that could jeopardize a renewal. Continuous Improvement: Process Refinement: Implement and refine internal processes to optimize the customer experience and ensure seamless communication. Operational Excellence: Champion new processes to bridge gaps or issues that arise within complex accounts. Key Skills for Technical Success Managers: Technical Mastery: High proficiency in Software Composition Analysis (SCA), SAST, and at-scale implementations. Communication: Excellent communication and presentation skills with the ability to translate technical concepts to diverse audiences. Problem-Solving: Strong analytical skills with a passion for troubleshooting and resolving complex technical issues. Collaboration: Ability to build strong relationships across diverse internal and external teams. Organization: Master of organization with a focus on process improvement and project management. Requirements: Experience: 4+ years in Customer Success or Customer Experience, with 2+ years in a technical support or engineering role. Education: Bachelor's Degree or higher in a related field or equivalent work experience. Tool Proficiency: Experience with SDLC/DevOps tools (GitHub, GitLab, Jenkins), Containers (Docker, Kubernetes), and Cloud Environments (AWS, Azure). Domain Knowledge: Experience with SCA or SAST solutions is required. Key Performance Indicators (KPIs): Technical Health Score: measurable improvement in deployment depth and feature adoption. Gross Revenue Retention (GRR): Supporting retention targets for assigned top-tier accounts. Time to Value: Reducing the time required for customers to achieve technical ROI. Escalation Resolution: Speed and effectiveness in resolving technical roadblocks. Our Culture At Mend.io, 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.

Own product quota and lead technical sales conversations for AI security solutions, partnering with account executives to drive adoption and measurable business outcomes. | Proven quota-carrying or presales experience in cybersecurity with AI security expertise, strong technical communication skills, and familiarity with AI security frameworks. | Description We are looking for an experienced Sales Engineer or technical presales professional who is ready to take the next step - owning business outcomes while still leveraging deep technical expertise. This new role of Product Sales Specialist on AI Security offers the opportunity to bridge technical credibility with quota responsibility, helping customers understand, prove, and adopt a flagship AI security solution. In this role, you will work hand-in-hand with Account Executives, serving as the trusted product advisor throughout the sales cycle. From discovery to proof to close, you will shape solution strategy, lead technical conversations, and ensure measurable outcomes that drive adoption and customer trust. Location: United States, Remote (Home Office) Eastern time zone preferred. Responsibilities • Own the product quota in your region with clear, predictable attainment • Partner with Account Executives as the AI Security expert from early discovery through close and expansion • Run sharp technical discovery and qualification for AI-related risks and needs • Lead solution mapping, value narrative, and proof planning alongside Sales Engineering • Analyze funnel and conversion metrics by stage; identify friction, propose fixes, and track results • Review Gong calls to surface technical objections and missed opportunities, then coach talk tracks • Create repeatable plays such as discovery guides, objection handling, proof exit plans, and competitive land strategies • Provide structured feedback to Product and Product Marketing on roadmap, packaging, and messaging • Enable the field and partners with concise content and live sessions grounded in real objections and proof tactics • Maintain accurate forecasts and CRM hygiene with clear next steps and date-driven plans Requirements • Proven success in quota-carrying product or solution specialist roles or a strong presales background and desire to move into quota ownership • Hands-on experience in cybersecurity, ideally with AI security, AI governance, LLM monitoring/evaluation, DSPM, AppSec, or software supply chain security • Confidence leading discovery, value proof, and technical conversations with CISOs, architects, and engineers • Strong command of conversion metrics and proof success drivers • Fluency with Gong (or similar) and ability to turn customer insights into actionable plays. • Clear communicator with strong narrative skills and executive presence • Familiarity with frameworks like NIST AI RMF, OWASP guidance for LLMs, or zero trust principles is a plus How Success Will Be Measured • Attainment of product quota and pipeline coverage • Conversion lift at key stages—discovery, proof, close • Proof success rate and reduced time-to-value • Attach rate of the product in active opportunities • Forecast accuracy and CRM discipline • Field adoption of plays, talk tracks, and enablement content Why Mend.io Mend.io is 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 an inclusive, empowering workplace. If you’re excited about this role but don’t meet every requirement, we encourage you to apply. Your perspective could be exactly what we need. Our Culture At Mend.io, we are building more than the future of application security - we are building a culture where diverse perspectives drive innovation. As we lead the way in securing AI powered applications, we believe the best solutions come from teams where everyone feels seen, heard, and empowered to thrive. We are committed to a workplace rooted in respect, trust, and growth. That means supporting your development through mentorship, learning, and meaningful challenges, while also valuing flexibility and balance.