Technical Customer Success Manager
Company:Gruntwork
Location:USA, Canada, EST, PST
Languages:English
Seniority level:Senior, 6+ years
Experience:6+ years
Skills:
AWSProject ManagementSQLGCPMicrosoft AzureDevOpsTerraformCustomer SuccessSaaSAccount Management
Requirements:
6+ years of experience in customer success, account management, or technical consulting. Proven track record of managing enterprise-level accounts in a SaaS or infrastructure-focused company. Strategic mindset to identify growth opportunities and develop customer success plans. Exceptional communication skills with executive stakeholders and technical leaders. Project management skills for internal SOPs and external PoCs/trials. Problem-solving skills with a proactive and solutions-oriented approach. Strong understanding of cloud infrastructure (AWS, Azure, GCP), DevOps practices, and IaC tools (Terraform). Detail orientation. Data-driven approach to track customer health and inform decisions. Startup compatible, hands-on attitude with a bias for action. SQL skills (Bonus).
Responsibilities:
Own post-sales customer relationships. Own the customer lifecycle from onboarding to renewal. Accountable for Net Retention. Drive value realization for customers. Build strategic relationships with CTOs and VPs of Engineering. Lead executive business reviews (EBRs/QBRs/CABs). Create and manage a Customer Advisory Board. Mitigate risk by monitoring customer health and preventing churn. Shape customer success strategy, including onboarding and training. Become a Gruntwork expert to showcase product value. Serve as the voice of the customer to influence the roadmap.
