Senior Technical Customer Success Manager
New
J
JobgetherCloud disaster recovery
The position offers full-time remote work within the United States or a hybrid arrangement in Durham, North CarolinaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- At least 7 years of experience in a technical, customer-facing Customer Success or Account Management role.
- Required Skills
- AWSCloud ComputingMicrosoft AzureSalesforceJiraCustomer SuccessHubSpotNetworkingAccount Management
Requirements
- Have at least 7 years of experience in a technical, customer-facing Customer Success or Account Management role.
- Have a strong understanding of AWS and/or Microsoft Azure services, cloud computing concepts, and networking technologies.
- Have experience with customer success and CRM platforms such as Salesforce, HubSpot, or Intercom.
- Have experience with ticketing and project tracking tools such as Jira.
- Hold an AWS Certified Cloud Practitioner or Microsoft Azure Fundamentals (AZ-900) certification, or be willing to obtain one within 90 days of starting.
- Be able to manage customer implementations, coordinate multiple priorities, and document plans, milestones, and outcomes.
- Have problem-solving and analytical skills for investigating complex issues, identifying risks, and developing practical solutions.
- Be comfortable working in an early-stage company where priorities evolve and processes are continuously improved.
Responsibilities
- Lead customer implementation, onboarding, and migration processes.
- Guide enterprise customers through configuration, adoption, and validation of cloud disaster recovery solutions.
- Track customer goals, time-to-value metrics, adoption indicators, and other success measures.
- Monitor account health, address customer concerns, and develop strategies to improve engagement, satisfaction, and retention.
- Conduct quarterly business reviews to communicate progress, share product updates, review outcomes, and identify renewal and expansion opportunities.
- Collaborate with engineering and solution engineering teams to investigate and resolve customer-reported technical issues.
- Communicate customer needs, feedback, feature requests, and product requirements to Product and Engineering teams.
- Document implementation progress, customer health, support issues, and success plans using customer success platforms and ticketing tools.
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