Customer Success Technical Architect (CSTA) - Senior Manager - Confluent

Your Role and Responsibilities

• Set clear, high-performing goals for your team and drive accountability for results across customer health, renewals, expansion and adoption within your assigned territories.
• Built front-line leadership and strong technical talent via coaching, mentoring, career development and performance management.
• Forecast portfolio health and capacity needs for your territories and make staffing and coverage decisions aligned to budget and business demand.
• Partner closely with Sales and Customer Solutions peers to monitor business performance, manage risk and support successful renewals and expansion.
• Serve as a senior escalation point for customer situations in your scope, joining internal and external discussions as needed to protect customer satisfaction and business outcomes.
• Drive programs and process improvements that increase the effectiveness, value and scalability of the CSTA offering within your area of responsibility.

Preferred Education and Technical and Professional Expertise

• Demonstrated success managing technical or Customer Success teams in an enterprise SaaS environment.
• Strong leadership capability in developing front-line leaders and senior individual contributors.
• Excellent judgment in handling stakeholder escalations, balancing multiple customer situations, and driving results across competing priorities.
• Strong operational discipline, including forecasting, capacity planning and territory-level business management.
• Collaborative spirit, outstanding consulting & relationship management skills and ability to rapidly switch context.