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Sr Scaled Customer Success Manager

April 28, 2026

Material Security is looking for a Senior Scaled Customer Success Manager (Sr. Scaled CSM) to build lasting relationships with our SMB and Mid-Market customers. In this role, you will serve as the primary point of contact for our customers with <2500 seats, delivering exceptional service that reinforces our reputation for outstanding customer experience at scale. You will also partner cross-functionally with Go-to-Market (GTM) and Engineering-Product-Design (EPD) teams to ensure seamless customer journeys that drive production adoption and retention at scale. You’ll become an integral part of our nascent Scaled CS team that is continuously evolving - you won’t just run a predefined automated playbook, you’ll help write it.<h2>Responsibilities</h2><ul style="min-height:1.5em"><li>Fully own your book of business which will consist of 150-200 accounts totaling $2-5M ARR.</li><li>Support your customers in moving through their lifecycle touchpoints at scale, including process improvements and providing escalated support when necessary.</li><li>Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.</li><li>Provide guidance and assistance on any new documentation needed to maximize scaled success.</li><li>Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through onboarding, adoption, renewal and beyond.</li><li>Drive proactive async customer touchpoints, including new feature and roadmap updates, and find expansion opportunities at scale..</li><li>Act as an advocate for scaled customers internally.</li></ul><h2>What We’re Looking For</h2><ul style="min-height:1.5em"><li>Track Record: 3+ years of experience in Scaled Customer Success, Technical Account Management, or a similar customer-facing role within a SaaS company.<ul style="min-height:1.5em"><li>Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies, as well as cybersecurity or identity management experience, are all a big plus.</li></ul></li><li>Technical Acumen: 3+ years of hands-on work in SQL or writing code, including custom API-based integrations, and domain expertise in a security product, cloud email, Google Workspace/Microsoft 365, SSO, or equivalent, required.<ul style="min-height:1.5em"><li>You should be able to learn new tools & technologies quickly, and be able to communicate the product and problem space fairly deeply</li></ul></li><li>Data-Driven Mindset: Ability to interpret and utilize analytical insights is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities at scale.</li><li>Project Management: Ability to multitask across a large book of business and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills.</li><li>Collaboration: You have experience working closely with Engineering, Product, Support, and Sales teams to improve customers’ experiences throughout their lifecycle, and thrive in a collaborative environment.</li><li>Growth Mindset: You work well in ambiguous and rapidly changing environments, have the attitude and aptitude for figuring out how to get the job done without a lot of guidance, and are excited by the opportunity to help mature & scale our Success program with quality.</li></ul>–Material Security is a remote-first workplace with an office in San Francisco, California. By clicking "Apply for this Job", you acknowledge that you have read the<a target="_blank" rel="noopener noreferrer nofollow" href="https://material.security/ccpa"> California Candidate Privacy Notice Regarding Use of Personal Information</a> and hereby agree to its terms.Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $150,000 - $175,000.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...