Technical Customer Success Manager
New
100% remote work in a high-trust environment (US & Canada time zones)., US & Canada time zonesFull-TimeSenior
Salary155,000 - 200,000 USD per year OTE
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Job Details
- Experience
- 6+ years of experience
- Required Skills
- AWSGCPAzureDevOpsTerraformAccount ManagementCustomer SuccessSaaS
Requirements
- 6+ years of experience in customer success, account management, or technical consulting.
- Experience managing enterprise-level accounts in a SaaS or infrastructure-focused company.
- Ability to think strategically and develop long-term customer success plans.
- Exceptional communication skills for executive and technical stakeholder management.
- Strong project management skills.
- Proactive problem-solving approach.
- Technical expertise in cloud infrastructure (AWS, Azure, GCP).
- Familiarity with DevOps practices.
- Proficiency with infrastructure-as-code (IaC) tools like Terraform.
- Comfortable using data to track customer health and inform decisions.
- Bias for action and ability to operate in a startup environment.
Responsibilities
- Own the customer lifecycle from onboarding to renewal.
- Drive expansion opportunities and net retention.
- Define success metrics and deliver measurable outcomes.
- Build strategic relationships with CTOs, VPs of Engineering, and DevOps leaders.
- Lead strategic executive business reviews (EBRs/QBRs/CABs).
- Facilitate a semi-annual Customer Advisory Board.
- Proactively monitor customer health and mitigate churn.
- Shape customer success programs and onboarding initiatives.
- Act as a product expert to help customers see value and identify upsell opportunities.
- Bring customer feedback to the team to prioritize fixes and influence the roadmap.
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