Senior Customer Success Manager

5+ years of experience in Customer Success, Solutions Engineering, or similar customer-facing roles in SaaS. Strong preference for backgrounds in developer tools, infrastructure, platform engineering, or cloud-native technologies. Proven success managing large, complex enterprise accounts. Ability to converse fluently with technical users and speak to strategic outcomes with executives. Deep understanding of modern software development lifecycle (SDLC) practices, DevOps, cloud infrastructure (AWS, GCP, Azure), and internal platform models. Strong business acumen — comfortable framing technical work in terms of business impact, ROI, and strategic initiatives. High bias toward action, ownership mentality, and comfort operating in fast-moving, high-accountability environments. Outstanding communication skills.

Own the customer journey post-sale, leading onboarding, adoption, success, and renewal efforts across strategic enterprise accounts. Drive value realization by aligning Cortex to customer initiatives. Serve as a technical advisor on the Cortex platform, SDLC, and cloud-native environments. Lead high-stakes conversations with executives regarding business reviews, expansion, and renewals. Identify risks and opportunities, creating action plans for customer health and growth. Advocate internally for customers by partnering with Product, Engineering, and Sales teams. Contribute to the evolution of the Customer Success motion.