Technical Customer Success Manager

Responsibilities

• Build strong relationships with leadership and technical teams to ensure they are getting the most from the platform.
• Act as a strategic advisor together with our engineers, helping customers navigate their platform and requirements while solving any roadblocks they encounter.
• Deeply understand customer goals to ensure long-term success, drive high adoption rates, and identify opportunities to grow the partnership.
• Serve as the primary post-sales success lead for assigned commercial accounts.
• Develop and execute outcome-aligned success plans for our customers.
• Lead Quarterly/Executive Reviews focused on platform value, operational readiness, and customer outcomes.
• Proactively identify adoption gaps, risks, and expansion opportunities.
• Assist customers on Kubernetes-based platform architecture questions.
• Guide customers through secure software delivery principles and complex deployment requirements.
• Advisory on CI/CD pipelines, GitOps workflows, and modern software delivery practices.
• Troubleshoot complex deployment challenges in partnership with Engineering.
• Articulate customer requirements related to compliance, security, and regulatory frameworks.
• Identify renewal & expansion opportunities across our customer base.
• Drive deeper platform adoption across development teams.
• Success Metrics: Platform adoption across customer accounts, Renewal and expansion within assigned accounts, Time-to-operational capability, Customer health and satisfaction, Successful platform deployments and time-to-value.

Qualifications

• Excellent verbal and written communication skills; the ability to effectively interact with Heroes, stakeholders, and team members at all levels of the organization and across all Departments.
• Exceptional problem-solving and decision-making abilities, with a strategic mindset.
• Experience transitioning customer value delivery from services to productized approaches.
• Experience and comfort facilitating cross-department problem solving exercises that drive business insights and turn inputs into decisions.
• Experience supporting business initiatives across functional areas to inform business strategy and evolution.
• Familiarity with day to day systems like: Hubspot, Github, Unthread (support ticketing) & Notion.
• Familiarity with regulated, high-compliance, or constrained deployment environments (a plus).
• Experience working with platform engineering teams.
• Background in cloud-native technologies (AWS, Azure, on-prem Kubernetes).