Technical Customer Success Manager

About the OpportunityThe organization builds software for high-stakes environments, and customers require a technical partner who can go deep, move fast, and remain calm under pressure. This role involves embedding with customers to help them derive significant value from the platform, collaborating with engineers on complex challenges, and ensuring assigned accounts are positioned for growth. The ideal candidate will possess the technical acumen to engage in detailed discussions and the strategic foresight to lead executive reviews. This is an opportunity to join a team of dedicated professionals. Key ResponsibilitiesServe as the primary post-sales success lead for assigned commercial accountsBuild trusted relationships with executive leadership, engineering teams, and technical stakeholdersDevelop and execute outcome-aligned success plans for customersLead Quarterly/Executive Reviews focused on platform value, operational readiness, and customer outcomesProactively identify adoption gaps, risks, and expansion opportunitiesAssist customers on Kubernetes-based platform architecture questionsGuide customers through secure software delivery principles and complex deployment requirementsAdvise on CI/CD pipelines, GitOps workflows, and modern software delivery practicesTroubleshoot complex deployment challenges in partnership with EngineeringArticulate customer requirements related to compliance, security, and regulatory frameworksIdentify renewal & expansion opportunities across the customer baseDrive deeper platform adoption across development teams Success MetricsPlatform adoption across customer accountsRenewal and expansion within assigned accountsTime-to-operational capabilityCustomer health and satisfactionSuccessful platform deployments and time-to-value The listed responsibilities are not exhaustive and additional responsibilities may be assigned or discovered based on the evolving needs of the organization. The successful candidate is a dynamic individual who is able to adapt and take on new responsibilities as they arise. This individual will be expected not just to fill gaps as they arise, but proactively identify and take ownership of gaps to drive toward new processes and solutions. Preferred Experience and QualificationsExcellent verbal and written communication skills; the ability to effectively interact with stakeholders and team members at all levels of the organization and across all departmentsExcellent interpersonal skills, with the ability to effectively adapt communication behaviors and tactics to improve working relationships and optimize customer outcomesExceptional problem-solving and decision-making abilities, with a strategic mindsetExperience transitioning customer value delivery from services to productized approachesExperience and comfort facilitating cross-department problem solving exercises that drive business insights and turn inputs into decisionsExperience supporting business initiatives across functional areas to inform business strategy and evolutionExperience with day to day systems such as: Hubspot, Github, Unthread (support ticketing) & NotionFamiliarity with regulated, high-compliance, or constrained deployment environments (a plus)Experience working with platform engineering teamsBackground in cloud-native technologies (AWS, Azure, on-prem Kubernetes)Familiarity with open-source ecosystems Full compensation packages are based on candidate experience. Compensation ranges are established using national benchmarking data and apply across all geographic locations within the United States. Remote - USA$123,250—$166,750 USD About the OrganizationThe organization delivers mission value by streamlining software delivery so customers can focus on the most important challenges. There is a shared vision of freedom and security for the advancement of progress and innovation. The commitment to this vision, and to mission-driven customers, means a commitment to speed, user experience and optionality, without compromising security. The team is composed of innovators, software engineers, and veterans with decades of experience delivering technology programs across the federal market. What the Organization DoesThe organization creates and delivers secure solutions for continuous software integration and delivery. It consolidates the best practices for security pipelines, testing, and deployment automation in order to meet the high security requirements valued by mission owners. Solutions are agnostic by design, with a belief that growing a robust ecosystem of secure, cloud-native software solutions can help enterprise customers inside and outside the federal market buy and integrate software more easily. Who the Organization ServesCustomers are mission-focused leaders across public and private enterprises. The organization proudly supports defense and civil agencies across the U.S. government and works closely with the creators of leading-edge software solutions to deliver value to the mission-owner by improving the security and consumability of commercial software products. What the Organization Works OnKubernetesCloud Environments (AWS/GCP and Azure)Infrastructure-as-code (like Terraform/Pulumi)Continuous Delivery and automation toolingGitOpsContainersCNCF projects and open source products and packagesHelm/Kustomize-Value Stream MappingBuilding and improving security deliveryBuilding Kubernetes and cloud native applications BenefitsHealth:Medical/Dental/VisionPremiums are 100% Company PaidHealth Savings AccountLife InsuranceDisability Insurance Financial:401k Retirement PlanCompany Stock OptionsHome Office Budget Leave:Flexible Time Off (FTO) plus all Federal Holidays, one week for Thanksgiving, and two weeks for Christmas and New Year’sPaid Parental Leave Learning:Reimbursement for approved trainings/subscriptionsConferences (travel, lodging, and fees) The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.