Manager, Technical Success

Team Leadership

• Lead, coach, and develop a team of Technical Success Architects.
• Establish best practices, playbooks, and operational processes.
• Drive accountability for customer outcomes, delivery quality, and technical excellence.
• Support hiring, onboarding, performance management, and professional development.

Pre-Sales & Solution Engineering

• Partner with Sales on strategic opportunities, acting as a senior Solution Engineer for complex and enterprise prospects.
• Lead technical discovery sessions, solution workshops, demonstrations, and executive presentations.
• Translate customer requirements into scalable solution designs that align with business objectives.
• Support commercial discussions by articulating business value, implementation approaches, and expected outcomes.
• Contribute to expansion and growth opportunities through trusted technical advisory relationships.

Technical Success & Delivery

• Oversee the delivery of technical onboarding, implementation, adoption, and optimization services.
• Act as a senior technical advisor for strategic customers, high-risk accounts, and executive escalations.
• Partner with Customer Success Managers to drive adoption, value realization, retention, and renewals.
• Support complex technical and commercial discussions throughout the customer lifecycle.
• Ensure customers achieve measurable value from their investment in Zensai.

Partner Management

• Develop and manage relationships with implementation and delivery partners.
• Ensure partner-delivered services meet agreed quality, delivery, and customer satisfaction standards.
• Drive scalable delivery models through effective partner utilization.
• Act as an escalation point for complex technical and delivery challenges.

Commercial & Operational Excellence

• Balance customer outcomes with commercial objectives and delivery efficiency.
• Provide technical guidance on renewal, expansion, and growth opportunities.
• Monitor team performance, capacity, utilization, and customer outcomes.
• Identify opportunities to improve efficiency, scalability, and customer experience.

Job Requirements

• Proven experience leading customer-facing technical teams within a SaaS environment.
• Strong background in Solution Engineering, Sales Engineering, Technical Consulting, or Solution Architecture.
• Experience supporting enterprise sales cycles and leading customer-facing technical discussions.
• Experience managing post-sales technical delivery, professional services, onboarding, or implementation teams.
• Experience managing external delivery and implementation partners.
• Strong commercial awareness with the ability to balance customer needs, business objectives, and delivery efficiency.
• Excellent communication and stakeholder management skills, with the ability to engage both technical and executive audiences.

Success Measures

• Customer adoption and value realization
• Customer satisfaction and retention
• Contribution to renewal and expansion opportunities
• Delivery quality and operational efficiency
• TSA team performance and development
• Effective partner utilization and scalability
• Reduction in technical risk and customer escalations