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Client Technology - Customer Success Management - Role: Technical Customer Success Manager
About the position
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity Technology is central to how EY serves clients and protects trust. The Associate Director, Technical Customer Success Manager (TCSM) is the senior technical advisor for strategic accounts, combining customer success, architecture, cloud, cybersecurity and risk expertise to improve technical health, accelerate secure adoption and translate technology performance into measurable business value. Working with Customer Success Managers (CSMs), Global Client Service Partners, account technology leaders, Product and Engineering, Information Security, Risk Management and Support, the TCSM owns the technical success plan and coordinates action across the customer lifecycle.
Responsibilities
- Own account technical health and protection: Own a portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies, technical debt and open risks. Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions. Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams. Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through.
- Drive secure adoption and measurable value: Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction. Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value. Use product engagement, service, integration and risk signals to identify underutilization, adoption gaps and opportunities to protect or grow the account. Communicate measurable outcomes such as adoption, resilience, productivity, risk reduction and value realized; support renewal and expansion strategy through technical insight.
- Serve as a trusted technical advisor: Build credibility with senior account leaders, CIO and CTO organizations, CISOs, enterprise architects, product owners and engineering teams. Lead architecture reviews, technical workshops, governance discussions and protection planning; translate complex technical and security issues into business implications, options and recommendations. Advise on cloud, cybersecurity, identity, data protection, AI, integrations, resilience and emerging technology risks using an industry-informed and risk-aware perspective. Lead through influence across a complex, global and matrixed environment, mobilizing Product, Engineering, Security, Risk and Support around customer outcomes.
- Scale insight, governance and the CSE practice: Maintain actionable technology intelligence on capabilities, ownership, dependencies, lifecycle status, risks and opportunities for assigned accounts. Act as the voice of the customer by converting feedback, technical blockers and field patterns into structured product, roadmap, service and support recommendations. Create reusable health scorecards, success plans, escalation playbooks, reference materials and executive reporting; use approved AI and automation to improve analysis and consistency. Mentor colleagues and strengthen collaboration across Customer Success, architecture, engineering, security, risk and product communities.
Requirements
- Bachelor's degree in computer science, information systems, cybersecurity, engineering, business technology or a related discipline, or equivalent relevant experience.
- Approximately 8 to 12 years of progressive experience in customer success management, technical account management, solutions architecture, enterprise architecture, cloud or security consulting, technology risk, implementation or technology operations.
- At least five years in a customer-facing or senior stakeholder-facing technical role supporting complex enterprise, strategic account or global environments.
- Experience in at least two of the following: cloud security, security operations, identity and access management, data protection, infrastructure or application security, resilience, enterprise integrations or technology risk.
- Experience developing technical success plans, health assessments, architecture recommendations, risk mitigation plans, adoption strategies or executive technology assessments.
- Ability to communicate technical risk to senior leaders and coordinate outcomes across Security, Risk, Product, Engineering, Support and business teams without direct authority.
Nice-to-haves
- Experience in professional services, consulting, regulated industries or globally matrixed organizations, with relevant sector knowledge.
- Familiarity with recognized cybersecurity and governance frameworks such as NIST Cybersecurity Framework, NIST Zero Trust Architecture, ISO/IEC 27001, CIS Controls, COBIT or Cloud Security Alliance guidance.
- Experience with DevSecOps, CI/CD controls, cloud security posture management, vulnerability management, SIEM, DLP, endpoint security, infrastructure as code or security automation.
- Experience applying AI responsibly to customer intelligence, technical support, security operations or risk management, and creating reusable technical assets or communities of practice.
- One or more role-relevant credentials are preferred, such as Microsoft Cybersecurity Architect Expert, Azure Security Engineer Associate, Security Operations Analyst Associate, Identity and Access Administrator Associate, CISSP, CCSP, CISM, AWS Certified Security, Google Professional Cloud Security Engineer, CompTIA Security+, GIAC, TOGAF, ITIL 4, PMP or Certified Customer Success Manager.
- Candidates should hold, or be prepared to obtain within 12 months, at least one relevant cloud or security certification.
Benefits
- medical and dental coverage
- pension and 401(k) plans
- a wide range of paid time off options
- flexible vacation policy
- designated EY Paid Holidays
- Winter/Summer breaks
- Personal/Family Care
- other leaves of absence
