Role overview

StrangeBee develops TheHive, a leading Security Case Management platform used by SOCs, CERTs and CSIRTs worldwide. As part of our continued growth, we are strengthening our Customer Success organization and are looking for a CSM / TAM Team Leader.

This role sits at the crossroads of customer ownership, technical expertise and team leadership. You will personally manage strategic and complex customer accounts while leading and structuring a team of Technical Account Managers and/or Customer Success Managers. Acting as a senior technical advisor, you will ensure customer satisfaction, long-term product adoption, and the continuous development of the team.

Key responsibilities

Customer onboarding & account ownership

• Personally manage a portfolio of strategic or complex customers

• Lead and oversee the technical onboarding of new customers

• Understand customer security environments (SOC, SIEM, EDR, CTI, third-party tools)

• Support the deployment and configuration of TheHive (on-prem, SaaS or IaaS)

• Advise customers on architecture, configuration and best practices

• Ensure long-term adoption, value delivery and customer satisfaction

Customer success & partnership management

• Act as a trusted technical advisor for assigned accounts

• Monitor product adoption, usage of key features and customer maturity

• Organize and lead technical reviews, QBRs and usage follow-ups

• Anticipate risks, manage escalations and identify expansion opportunities in collaboration with Sales

• Ensure a consistent and high-quality customer experience across all accounts

Team leadership & management

• Lead, mentor and support a team of TAMs / CSMs

• Structure and optimize customer coverage, account ownership and onboarding processes

• Set objectives, track performance and support skill development within the team

• Provide guidance on complex customer situations and technical escalations

• Foster best practices, knowledge sharing and continuous improvement

• Participate in hiring, onboarding and ramp-up of new team members

Technical expertise & internal coordination

• Provide expert-level technical guidance beyond standard support

• Work closely with Support, Product, Sales and Engineering teams

• Relay structured customer feedback (bugs, needs, use cases) to internal teams

• Contribute to improving onboarding frameworks, documentation and customer success processes

Technical background

Cybersecurity & incident response

• Strong understanding of cybersecurity and incident response environments, including:

  • SOC / CSIRT / CERT operations

  • Incident management, alerting, triage and workflows

Technical knowledge

• Solid knowledge of:

  • SIEM, EDR, IDS, CTI

  • REST APIs, webhooks and integrations

  • Linux environments, containers (Docker), cloud or on-prem architectures

• Ability to engage with:

  • SOC analysts

  • Security managers / CISOs

  • IT and infrastructure teams

Hands-on experience with TheHive is a major plus.
Knowledge of Cortex, MISP or SOAR tools is highly appreciated.

Languages

• French: Fluent or native

• English: Fluent (written and spoken)

Daily interactions with international customers and internal teams are expected.

Experience & soft skills

• 5+ years of experience in customer-facing technical roles such as Technical Account Manager, Customer Success Engineer, Cybersecurity Consultant or Senior Technical Support Engineer

• Previous experience leading or mentoring a technical team, formally or informally

• Strong communication, leadership and pedagogical skills

• Comfortable operating in complex technical and organizational environments

• Structured, autonomous, solution-oriented and customer-focused

You might feel hesitant to apply for this job if you don’t match 100% of the job requirements listed. This list is a guide, and we’d love to receive your application even if you think you’re only a partial match. We are looking to build teams that innovate, not just tick boxes on a job spec.

1. HR screening (45 min)

2. Interview with the Head of Sales (30 min)

3. Interview with the Head of Solutions (1h)

4. Call with the Head of Sales (~45 min)

5. Call with the Head of HR (~30 min)

6. Final discussion with HR (~15 min)