Senior Manager, Customer Success Engineering

What You’ll Do

Team Building

• Hire, lead and develop Customer Success Engineers, setting clear expectations for execution quality, accountability, customer impact, and proactive ownership.

Sales Partnership

• Serve as an operating partner to North America Sales leadership, jointly prioritizing accounts, shaping retention and expansion strategies, and aligning CSE capacity to the highest-impact opportunities.

Operational Excellence

• Run a tight operating cadence, including account prioritization, engagement inspection, KPI tracking, risk escalation, blocker resolution, and executive reporting.

Proactive Portfolio Management

• Own capacity allocation for their team. Drive adoption, value acceleration, and measurable customer outcomes across the region. Ensure teams identify customer risk, adoption gaps, and expansion opportunities early, operating proactively rather than reactively.

Product Feedback Loop

• Partner closely with Product to turn customer insights into actionable feedback. Ensure CSEs capture technical blockers, workflow patterns, implementation gaps, and emerging customer needs in a way that helps Product make better roadmap and prioritization decisions.

Business Impact & Expansion Support

• Translate customer engagement into measurable business impact, including adoption growth, technical validation, and expansion readiness.

Strategy & Scaling

• Own strategic initiatives and OKRs with clear execution tracking and accountability while continuously evolving operating models, KPIs, and execution standards as the business scales.

About You

• 10+ years of experience in Forward Deployed Engineering, Customer Success, Technical Account Management, Solutions Engineering, Strategic Consulting, or related SaaS customer-facing roles.
• 5+ years leading high-performing post-sales or technical customer teams.
• Experience managing distributed teams across North America.
• Proven ability to drive adoption, retention, and customer value outcomes across complex enterprise accounts.
• Strong operational leadership skills with experience building scalable processes, execution frameworks, operating cadences, and team accountability models.
• Demonstrated ability to operate effectively in evolving environments and drive structure, clarity, and measurable execution.
• Strong partnership orientation with Sales leadership and experience operating within enterprise pod-based account models.
• Technically fluent in APIs, developer workflows, integrations, CI/CD systems, and modern software delivery practices.
• Strong coaching, stakeholder management, and executive communication skills.
• Highly proactive leader with strong ownership mentality and bias toward execution.

What Success Looks Like

• CSE capacity is consistently aligned to the region’s highest-impact retention, expansion, and strategic adoption opportunities.
• Customer engagements produce durable adoption, stronger stakeholder alignment, technical validation, reusable implementation patterns, and improved retention rates.
• Regional Sales leaders view Customer Success Engineering as a trusted operating partner that improves prioritization, execution quality, and revenue outcomes.
• The region operates with strong execution discipline, measurable KPIs, early risk visibility, and clear operational cadences that accelerate decision-making and remove blockers.

The reasonably estimated OTE for this role is $250,000 to $280,000 plus a competitive equity package.