Senior Manager, Customer Solutions Engineering - Strategic Accounts

Responsibilities

• Lead and develop a team of 4–6 Strategic Customer Solutions Engineers supporting complex enterprise accounts.
• Coach team members on executive presence, technical depth, and value realization.
• Own hiring, onboarding, and performance management for the Strategic CSE tier.
• Track renewal risk, expansion pipeline, technical health, and net revenue retention across the Strategic account portfolio.
• Provide senior technical leadership for escalations, at-risk renewals, stalled expansions, and executive customer relationships.
• Partner with Strategic Account Executives and Sales leadership on account prioritization, territory strategy, and CSE capacity planning.
• Build repeatable playbooks and systems for renewal narratives, POC/PoV processes, QBRs, health scoring, and value delivery.
• Quantify value delivered, persona expansion, and monthly active user growth as indicators of account health.
• Coach the team on technology consolidation, beta and product-feedback loops, and customer advocacy programs.
• Lead adoption of AI- and MCP-powered workflows, deployment scripts, and automated processes to increase team capacity.

Requirements

• 5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management.
• At least 2 years managing a technical, customer-facing team.
• Demonstrated success managing or directly influencing renewal and expansion outcomes for enterprise or strategic accounts with $300K+ ARR.
• Strong understanding of web and mobile technologies, including HTML, CSS, JavaScript, APIs, data architecture, integrations, and digital experience platforms.
• Fluency with current AI tools and frameworks, such as Anthropic and OpenAI.
• Experience introducing, operationalizing, and driving adoption of generative AI tools, deployment scripts, or automated workflows within a delivery function.
• Experience building and scaling repeatable processes, including playbooks, QBR frameworks, health scoring, and POC methodologies.
• Experience engaging Director-, VP-, and C-suite stakeholders internally and with customers.
• Passion for digital experience, data-driven storytelling, and identifying technical risk before it becomes a churn signal.

Benefits

• Flexible PTO and annual company-wide closure.
• Sponsored benefits and supplemental coverage options.
• Professional development opportunities and annual learning subsidy for US and EMEA employees.
• Monthly productivity stipend for US and EMEA employees.
• Team off-sites and annual company-wide meet-up.
• Paid parental leave and bereavement leave.