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Socket.dev is a developer security platform that helps teams safely find, audit, and manage open source code. Founded by Feross Aboukhadijeh, Socket has raised $125M+ in funding and counts Anthropic, xAI, Figma, and Vercel among its customers.
You will own post-sale customer success for a portfolio of commercial customers. This is a product-focused, technical role that balances hands-on customer guidance with scalable programs. You'll understand how each customer wants to use Socket, help them achieve their goals quickly, and solve problems when issues arise. You are the front line for technical support—there is no separate support team.
Key responsibilities include:
**Account Management:** Serve as the main point of contact and technical advisor for post-sales relationships. Strategize with Account Executives on upsells, renewals, and expansions. Build relationships with customer champions, conduct Quarterly Business Reviews with strategic accounts, and develop measurable customer success plans.
**Onboarding & Implementation:** Lead technical onboarding for new enterprise customers from setup through full integration. Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling. Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value.
**Technical Troubleshooting:** Investigate and resolve integration, configuration, and compatibility issues. Respond to customer issues in dedicated Slack channels. Use logs and telemetry to identify root causes and document fixes. Escalate to Engineering when needed and follow through to resolution.
**Product Enablement:** Run discovery conversations to understand customer goals and use cases. Translate complex product capabilities into practical, developer-friendly guidance. Conduct architecture reviews and security posture assessments. Deliver workshops, office hours, and deep-dives that drive adoption.
**Customer Advocacy:** Bring technical feedback and field intelligence back to Product and Engineering. Surface patterns that inform roadmap priorities. Contribute documentation and internal tooling to scale the Technical Success practice.
Tools used: Slack, GitHub, Zendesk, Vitally, HubSpot, Grafana.
**Requirements:**
- 3 years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar)
- 1+ years of experience as the dedicated point of contact for customers with emphasis on quarterly health checks and success
- Background in Socket's key product areas: Application Security, DevSecOps, package managers, or open-source ecosystems OR Linux systems administration, networking, firewalls, and Docker
- Experience with developer tooling and CI/CD platforms (GitHub Actions, Jenkins, CircleCI, etc.)
- Ability to read and reason about code (JavaScript, Python, TypeScript)
- Familiarity with APIs, webhooks, and SaaS integration patterns
- Hands-on experience with package managers
- Comfort troubleshooting in production environments alongside engineering teams
- Clear written and verbal communication with developers, security practitioners, and executives
- Willingness to travel for customer and company meetings as needed
**Nice to Have:**
- Experience supporting commercial or mid-market customer segments
- Experience with SCA, dependency management, or security scanning tools
- Experience designing one-to-many customer programs
- Contributions to open-source projects
