• Own a portfolio of ~15–20 Enterprise accounts (>$50K ARR), serving as their primary strategic partner throughout the post-sale lifecycle • Maintain a documented "why Common Room" success plan for every account tied to a specific business problem, and updated after every QBR • Build and cultivate multi-threaded relationships across champion, economic buyer, and executive sponsor levels, including RevOps leads and GTM engineers; identify and close relationship gaps before they become renewal risk • Develop and maintain deep expertise in Common Room's data model, signal types, integrations, and platform configuration; become the customer's most knowledgeable resource on how to use the product effectively • Consult on use-case design and GTM workflow architecture: ensure effective product utilization that matches customer goals • Develop fluency in Common Room's MCP and CLI capabilities and their role in AI-embedded GTM workflows; confidently relate use cases, stakeholder fit, and business outcomes • Recognize customer adoption maturity spectrum and actively drive progression as part of your expansion motion • Translate technical questions and integration challenges into clear guidance; partner with CS Engineering on escalations, but handle Tier 1–2 technical questions independently • Understand customers' tech stacks to advise on how Common Room connects to and amplifies their existing systems • Deliver consistent partnership health summaries and value realization recaps; build value evidence throughout the year for renewal conversations • Drive platform adoption, tying customer goals and strategies to measurable outcomes • Identify risk early and drive mitigation plans before relationship issues arise • Deliver recurring, account-specific recommendations tied to customers' documented success criteria • Partner with Account Managers on expansion opportunities and facilitate QBRs and EBRs

• Drive value realisation: The Senior CSM will use their in-depth system knowledge, deep education industry knowledge and understanding of the principles of Customer Success to work alongside our top tier customers (a named list of our highest value accounts) to: - Define measurable business outcomes - Conduct regular Success Reviews - Drive full product adoption - Present outcomes in clearly detailed and well managed Success Plans • Stakeholder management: Build and nurture relationships with customer C-suite and key operational stakeholders to ensure Arbor is indispensable to their business operations - Carry out regular on-site meetings with customers to agree on and measure progress to outcomes; confirm next steps and functionality roll out plans; discuss outstanding risks; general check in to maintain positive relationships • Risk management: Proactively carry out and monitor health checks and platform usage, intervening to raise and manage risks for their named list of accounts. - Work closely with the relevant Partnership Manager (who will manage commercial risks) and other internal stakeholders to mitigate. • Commercial growth: Identify upsell, cross-sell, and expansion opportunities, collaborating closely with Partnership Management colleagues, to protect and grow Net Revenue Retention (NRR). • Effective cross-functional advocacy and collaboration: The Senior CSM will work extremely closely with colleagues across the business - Translate complex customer feedback and unmet needs into actionable insights for our Product and Engineering teams. - New relationships will need to be fostered and existing ones developed and maintained, with the continuous aim of advocating as the voice of the customer. • Technical expertise: The Senior CSM will bring a deep understanding of Arbor's products and services, which enables them to provide technical guidance and advice to customers and must be committed to continued learning and deepening their understanding of the Product - Work with customers on configuring or adjusting system configurations - Advising on data services, integrations and APIs - Discussing system architecture - Advising on relevant training and Professional Services that would be of benefit

Role Description We're looking for a Customer Success Manager who will be responsible for growing and managing our most critical customer relationships. You will be an expert and an advocate of our customer’s business needs and will work to utilize the entire suite of Antenna data, metrics, and resources to meet their needs. You will collaborate regularly with the co-founders, Analytics, Product, and Sales teams to ensure Antenna is delivering on our promise to our customers and building the must-have data products. You will report to Senior Customer Success Manager. Antenna is remote-first and welcomes applicants from anywhere in the United States. What You’ll Do - Own our customers’ experience with Antenna and our products, ensuring engagement, adoption, retention, and growth. - Be our customers’ trusted advisor as an expert of their needs, challenges, and organization, equipping them with tailored applications or usage of existing Antenna data & products. - Drive new use cases and value propositions with our customers by aligning their business objectives with new applications of Antenna data. - Collaborate with the full commercial team to expand customer relationships and execute on growth strategies, including tracking customer health metrics and proactively addressing them. - Effectively onboard, guide, and support our customers through the full customer lifecycle, showcasing how Antenna can support strategic decision making. - Be the voice of the customer for the Antenna organization, partnering closely with the product team to provide feedback loops and inputs that drive prioritization of new product features. Qualifications - A strong track record in customer success or client service. - Experience owning enterprise accounts and consistently exceeding retention quotas. - Excellent communication skills, especially with technical or complicated products. - Experienced with presenting to and influencing key stakeholders at all levels of an organization. - Thrives in dynamic environments where there is change and ambiguity. - 2-4 years of relevant experience. - Bonus: Fascinated by the new subscriber economy — streaming and the rest — and have developed deep relationships across the ecosystem. - Bonus: Previous experience working inside innovative, high-growth companies trying to disrupt the status quo. - Bonus: Experience working with viewership data. Compensation - Total annual earnings range from $90,000 to $120,000, which includes a base salary and a performance-based quarterly bonus. - Eligible for company equity. - The final compensation will be determined after evaluating a candidate’s experience, skills, etc.

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. 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