Technical Customer Success Manager

About the role

The Technical Customer Success Manager (TCSM) will ensure the success of our most strategic customers and drive the next phase of our growth. This role offers a unique opportunity to join a category-defining company at the intersection of DevOps and enterprise infrastructure, where you'll have the autonomy to build deep relationships with Fortune 2000 companies and shape the future of customer success at Gruntwork.

Responsibilities

• Own post-sales customer relationships
• Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal
• Own the renewals process
• Partner with Sales to drive expansion opportunities and drive net retention
• Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s platform
• Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders to understand their goals and align Gruntwork’s solutions to their needs
• Facilitate the creation of a semi-annual Customer Advisory Board (CAB) with our top customers
• Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers
• Contribute to the evolution of Gruntwork’s customer success programs, including onboarding, training, and enablement initiatives
• On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value
• Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap

Requirements

• 6+ years of experience in customer success, account management, or technical consulting, with a proven track record of managing enterprise-level accounts in a SaaS or infrastructure-focused company
• Strategic Mindset: Ability to think strategically, identify growth opportunities, and develop long-term customer success plans
• Exceptional Communication Skills: Excellence in building trust and rapport with executive stakeholders and technical leaders both internally and externally
• Project Management Skills: Ability to define requirements to either improve internal success SOPs or operational capabilities, or for external PoCs/trials with customers
• Problem-Solving Skills: A proactive and solutions-oriented approach to addressing complex customer challenges
• Technical Expertise: Strong understanding of cloud infrastructure (AWS, Azure, GCP), DevOps practices, and infrastructure-as-code (IaC) tools like Terraform
• Data-Driven Approach: Comfortable using data to track customer health, measure success, and inform strategic decisions
• Startup Compatible, Hands-On Attitude: Proven ability to roll up your sleeves and get your hands dirty, we want someone with a bias for action

Qualifications

• Bachelor's degree in Computer Science, Business Administration, or related field
• Experience with CRM systems and customer relationship management
• Experience with infrastructure-as-code tools such as Terraform
• Experience with AWS, Azure, and/or Google Cloud Platform
• Experience with DevOps practices and methodologies

Skills

• Customer Success Management
• Account Management
• Technical Consulting
• Cloud Infrastructure
• DevOps Practices
• Infrastructure-as-Code Tools
• CRM Systems
• Project Management
• Communication Skills
• Problem-Solving Skills
• Data-Driven Decision Making

Benefits

• Commission-based OTE
• Growth opportunities
• True work-life balance
• Uncapped earnings potential
• Full company support
• Personal budget
• Regular in-person meetups
• Profit-sharing bonus
• Opportunity to shape DevOps

Pay

$155K - $200K

Schedule

Remote work in a high-trust environment (US & Canada time zones)