Senior Customer Success Manager, Strategic Technical Accounts
Own strategic technical customer relationships and lead complex adoption, deployment, retention, and expansion programs across customer and internal teams. The role requires 7+ years of customer-facing experience, strong program management and commercial judgment, and fluency in cloud infrastructure and modern software environments.
About the job
Responsibilities
- Own and grow a portfolio of strategic customer relationships.
- Understand customers’ business goals, technical environments, priorities, and desired outcomes.
- Lead complex customer initiatives involving technical and business stakeholders, dependencies, and competing priorities.
- Create plans with objectives, milestones, owners, dependencies, and timelines.
- Connect customer conversations, technical workstreams, product usage, business priorities, and internal resources.
- Identify risks, blockers, underutilized capabilities, and expansion opportunities; develop mitigation plans and escalate when needed.
- Investigate complex problems, synthesize incomplete or conflicting information, and establish clear paths forward.
- Build trusted relationships with engineers, technical leaders, executives, and business stakeholders.
- Drive customer adoption, retention, renewals, negotiations, and expansion.
- Manage multiple customers and initiatives while maintaining organization, urgency, and follow-through.
- Drive execution across teams without direct authority and participate confidently in technical conversations.
Requirements
- 7+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, Solutions Consulting, Professional Services, Program Management, or a related customer-facing role.
- Experience working with technology companies and engineering-led organizations.
- Experience leading complex customer programs, deployments, transformation initiatives, or cross-functional projects.
- Strong program and project management skills across concurrent initiatives, priorities, timelines, and stakeholders.
- Ability to identify problems independently, develop solutions, and drive cross-functional execution.
- Strong problem-solving, communication, organization, judgment, and relationship-building skills.
- Experience working with senior technical, business, and executive stakeholders.
- Proactive, high-ownership approach in a fast-paced environment with minimal supervision.
- Strong commercial instincts and experience with renewals, negotiations, retention, and expansion.
- Technical fluency and understanding of cloud infrastructure and modern software development environments.
Nice-to-haves
- Experience with AWS and Google Cloud.
Compensation & Benefits
- Base salary range: $120,000–$145,000, depending on location and experience.
- Commission-based compensation structure.
- Remote-flexible work options.
- Employee assistance program.
- Medical, dental, and vision benefits.
- Life and supplemental life insurance.
- Critical illness insurance.
- Health Savings Account and Flexible Spending Account.
Skills
Customer Success, Strategic Account Management, Technical Account Management, Program Management, Project Management, AWS, GCP, Cloud Infrastructure, Software Development, Renewals, Negotiation, Customer Adoption
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