Who We are:

LimaCharlie is a rapidly growing venture-backed information security startup delivering information security tools and infrastructure in a manner similar to how AWS delivers core components of IT.

LimaCharlie enables organizations to detect & respond to threats, automate processes, reduce the number of vendors, and future-proof their security operations. We do it by giving security teams full control over how they manage their security infrastructure. Get started in seconds without having to talk to a salesperson, gain full visibility into your coverage, build what you want, control your data, get the security capabilities you need, for however long you need them, and pay only for what you use.

Position Overview:

We are looking for a highly skilled and driven Technical Customer Success Lead to join our Sales team. In this role, you will be the primary technical point of contact for our MSSP, and Enterprise customers post-sale, ensuring they realize the full value of LimaCharlie’s solutions and have an exceptional customer experience. You will work closely with customers, support teams, product managers, and sales teams to ensure seamless onboarding, ongoing success, and retention. The ideal candidate will have deep technical expertise in cybersecurity, strong communication skills, and a passion for helping customers solve complex challenges.

Key Responsibilities:

• Onboarding & Implementation:
  Lead the technical onboarding process for new customers, ensuring that they are successfully integrated and configured to maximize the value of LimaCharlie’s products. To include assisting with integration, ruleset, and configuration development.
• Technical Account Management:
  Serve as the technical point of contact for customers, providing guidance, troubleshooting, and proactive support to address technical challenges and ensure continued satisfaction.
• Customer Advocacy:
  Act as the voice of the customer internally, providing valuable feedback and insights to the product and engineering teams to drive continuous improvement.
• Technical Support & Troubleshooting:
  Provide technical assistance to customers through issue resolution, escalating complex cases to the appropriate internal teams when necessary.
• Customer Health Monitoring:
  Use data and customer feedback to monitor account health, identify potential risks to customer retention, and work proactively to address issues before they become critical.
• Cross-functional Collaboration:
  Partner closely with the Sales, Product, and Engineering teams to ensure customer success, provide product feedback, and ensure alignment across teams on customer needs.
• Training & Enablement:
  Conduct technical training sessions for customers to help them effectively use and optimize LimaCharlie’s solutions, both during onboarding and throughout their lifecycle.
• Documentation & Knowledge Base:
  Contribute to the creation and maintenance of technical documentation, user guides, and knowledge base articles to empower customers to self-serve and troubleshoot independently.
• Customer Retention & Upsell:
  Identify opportunities for upselling or cross-selling additional LimaCharlie products or features that align with customer needs, while maintaining a customer-first mentality.

Qualifications:

• Experience:
  5+ years in a technical customer-facing role, ideally in a customer success, or technical support capacity. Prior experience in cybersecurity or SaaS is highly preferred.
• Technical Skills:
  Strong technical understanding of cybersecurity technologies, including SIEM, EDR, threat intelligence, and security automation. Familiarity with APIs, cloud infrastructure, and scripting (e.g., Python) is a plus.
• Problem-Solving:
  Proven ability to troubleshoot complex technical issues and provide effective solutions in a fast-paced, customer-driven environment.
• Communication:
  Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders.
• Customer-Centric:
  Passion for delivering outstanding customer service and building strong relationships with customers.
• Project Management:
  Strong organizational skills with the ability to manage multiple accounts and projects simultaneously, balancing technical, customer, and business needs.
• Self-Motivated:
  Highly self-motivated and able to work independently while being a collaborative team player.
• Education:
  A Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field is preferred. Certifications such as CISSP, CISM, or CompTIA Security+ are a plus.

Preferred Qualifications:

• Experience working within a startup or high-growth environment.
• Familiarity with cybersecurity tools and infrastructure, especially those aimed at MSSPs and large enterprises.
• Experience in a remote work setting and managing distributed teams.

What We Offer:

• Competitive compensation, benefits and meaningful ownership (equity) in the company
• Fully remote work environment with a few in-person events a year so that you can build genuine relationships with people you work with in this online world
• Professional development budget, weekly meal allowance, Internet allowance, co-working space allowance and home-office stipend to make sure you can use the tools you like
• An ability to grow professionally and shape what the future of cybersecurity will look like

Pay & Benefits:

At LimaCharlie, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $140,000 and $180,000/ year, your base pay will depend on your skills, qualifications, experience, and location. Plus quarterly bonus opportunity based on growth and expansion targets.

LimaCharlie employees also have the opportunity to become a LimaCharlie shareholder through participation in our discretionary employee stock programs. Employees are eligible for discretionary stock option awards, and can purchase stock if voluntarily participating in our Employee Stock Options Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at LimaCharlie, reimbursement for certain educational expenses -- including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments.

Note: Benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

About LimaCharlie:

LimaCharlie was founded in 2018.The company provides critical cybersecurity capabilities and infrastructure ondemand, API-first, in a way that is built for massive scale. This approach marks a change in the way that cybersecurity is practiced, and brings it in line with modern IT, DevOps, and software engineering principles. LimaCharlie is democratizing access to security infrastructure by allowing any security team, regardless of size or budget, to get started with powerful tools and infrastructure. https://limacharlie.io/

Join us on the adventure and be part of the future of security infrastructure. Submit an online application.

Want to know more? Try LimaCharlie in your home lab, check our public GitHub repo, browse our technical documentation, ask questions in the Community Slack, or read more on our website.