Technical Customer Success Manager

In this role you will:

• Become a Sentry product expert and support customers by understanding their needs and helping them achieve their goals using the Sentry Platform.
• Drive customer success and health through effective onboarding, adoption, value realization, and retention.
• Collaborate with customer key stakeholders to define business and technical objectives, and work with the customer team to achieve them.
• Act as a trusted, strategic advisor to each assigned customer—driving best practices, innovation, and long-term success.
• Partner closely with the sales team to identify and drive expansions and new opportunities that result from customer success.
• Advocate for customers internally, clearly communicate customer needs and help prioritize improvements that enhance customer experience and product adoption.

You’ll love this job if you:

• Enjoy talking about technology and interfacing with engineers and engineering leaders
• Are looking to make an impact in the life of our customers through helping them achieve their technical and business goals
• Appreciate working on a variety of projects with customers from lots of different industries
• Like being “in the middle of it all”, working across the organization to move the product forward
• Have a fast-paced, results-driven mindset
• Love developer tools, open-source, and/or all things software development life cycle!

Qualifications

• This is a technical role combined with business skills. You have to have strong technical background to be successful in this role
• BA/BS degree in CS or Computer Engineering-related field or equivalent experience is mandatory
• 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
• Strong industry experience and technical understanding related to Devs, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms
• Experience in working with complex, multi-divisional, multi-geographical customers
• Impressive executive presence and communication abilities
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, ProServices)
• You’re driven; no one needs to push you to excel; it’s just who you are
• Passion for technology and being a part of a fast-growing SaaS company

Bonus qualifications

• Past experience as a developer/devops
• Extensive knowledge in application monitoring, Logs, Metrics, Traces