• Provide exceptional customer support to payroll clients via phone, email, and chat • Gather, enter, organize, and manage migration and onboarding data accurately • Manage customer accounts and ensure timely onboarding through the customer success program • Maintain detailed and accurate records of customer interactions, delivering data-driven insights to support business decisions • Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary • Proactively identify and resolve potential customer concerns before they escalate • Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry • Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements • Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions • Build strong client relationships by delivering a positive, solution-oriented customer experience • Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle

Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure as AI transforms how software is built. Our AI-native Developer Security Platform integrates seamlessly into development and security workflows, making it easy to find, fix, and prevent vulnerabilities — from code and dependencies to containers and cloud. Our mission is to empower every developer to innovate securely in the AI era — boosting productivity while reducing business risk. We’re not your average security company - we build Snyk on One Team, Care Deeply, Customer Centric, and Forward Thinking. It’s how we stay driven, supportive, and always one step ahead as AI reshapes our world. Why this role? As a Senior Technical Success Manager, you will be the strategic heartbeat for our top-tier enterprise customers. You won't just support software adoption; you will architect the vision for how Fortune 100 companies secure their development lifecycles in the AI era. You’ll be the trusted advisor who turns "security" from a blocker into an enabler, guiding engineering leaders through complex DevSecOps transformations. If you are passionate about helping customers navigate change management and unlocking business value through data-driven analysis, this is the perfect opportunity to influence the future of secure development. What You’ll Do: - Orchestrate near, mid, and long-term visions and strategies for enterprise customers, ensuring they realize full value across their Application Security workflows. - Build and foster trusted relationships with leaders within customer engineering and security organizations to drive adoption and retention. - Design and execute customized onboarding programs that help customers achieve their specific security program goals using Snyk’s suite of products. - Advocate internally for customer needs, working proactively with Product, Sales, and Support to influence roadmaps and mitigate risks. - Prepare and facilitate strategic business review meetings (QBRs) using storytelling backed by data to demonstrate ROI and identify expansion opportunities. - Mobilize internal and external resources to remove barriers to adoption and solve complex technical challenges. What You Bring: - 5+ years of experience in a customer-facing technical role, successfully engaging with executives and technologists to solve business problems with advanced technologies. - Experience working closely with highly technical customers within the Enterprise (Fortune 100) space in North America. - Strong working knowledge of Developer or Application Security tools and workflows (e.g., GitHub, Jira, Jenkins, VS Code). - Experience leading technical or engineering programs with a proven record of thought leadership and business case development. - Exceptional communication skills, with the ability to facilitate challenging discussions, handle objections, and influence stakeholders from end-users to executives. - Strong organizational skills and the ability to thrive in a collaborative, fast-paced environment. It’d Be Awesome If You Also… - Have a developer background, coding experience, or deep familiarity with modern DevOps environments. - Possess prior experience in a direct or matrixed role leading technical transformation project teams. - Have a history of problem-solving and innovation in developing technology programs. - Possess a Bachelor’s Degree in computer science, technology, engineering, math, business, or equivalent experience. - Enjoy translating complex technical wins into clear business value—you love a good success story! ​ Annual Base Salary Range: $119,000- 148,750 Target Commission Range: $21,000- 26,250 (at 100% attainment of sales) Snyk is committed to equal pay for equal work and carefully considers a wide range of compensation factors. Actual compensation may vary based on prior experience, skills, location, internal equity, and other job-related factors. Our Total Rewards program includes, but is not limited to 401(k) retirement plan, paid time off, health, dental, and vision insurance. #LI-WR1 We care deeply about the warm, inclusive environment we’ve created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you’re the right person, do apply anyway! About Snyk Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk. Benefits & Programs - Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role. - Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development - Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers - Health benefits, employee assistance plans, and annual wellness allowance - Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances

• Take ownership of a select group of strategic customer accounts. • Cultivates strong, senior-level relationships within the customer’s organization, including engagement with key stakeholders. • Successfully onboard customers and help them define and achieve their adoption success criteria. • Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized. • Develop and maintain a Customer Success Plan for assigned accounts; outlining the customer goals, desired outcomes, and timelines, ensuring customers are receiving consistent experience throughout the entire customer journey. • Serves as a point of escalation for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution. • Capture the capabilities of HPE’s offerings and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle. • Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities. • Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue.

• Manage a high-volume portfolio of core accounts, prioritizing effectively to drive retention, satisfaction, and revenue growth • Develop a strong understanding of each client’s business objectives and align Array’s solutions to support those goals • Own the full client lifecycle, including onboarding, deployment, launch, ongoing optimization, renewal, and expansion • Execute a structured engagement model that balances proactive outreach with scalable communication and support • Identify and act on growth opportunities, including upsell and cross-sell motions across Array’s product suite • Resolve or anticipate client issues with a proactive, solutions-oriented approach • Partner with Product, Marketing, and Deployment teams to deliver consistent and repeatable client outcomes • Provide structured client feedback to inform product improvements and roadmap prioritization • Maintain awareness of industry trends, regulatory considerations, and market dynamics relevant to clients • Maintain a habit of using AI tools to think, build, and ship faster—it’s your default, not an afterthought