Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Technical Account Manager
Manage technical success for customers by resolving integration issues, providing guidance, and collaborating with engineering teams. Requires 5+ years in a customer-facing technical role and strong troubleshooting skills.
United StatesCustomer SuccessRemote5+ YOE
About the role
What You'll Do
- Manage and provide technical guidance to clients through their lifetime as Astra partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner
- Partner closely with the Integrations team to support onboarding of new customers, helping them configure and validate integrations
- Contribute to Astra’s knowledge base by writing and improving technical documentation, FAQs, and guides to streamline customer self-service
- Collaborate with the Integrations and Engineering teams on new product solutions, providing feedback from customer interactions and assisting with testing and validation
- Investigate issues and other technical environments, identifying root causes and escalating complex problems when necessary
- Act as a bridge between customers and the integration and engineering teams, translating technical details into clear, actionable communication
- Identify areas to improve operational efficiencies and onboard our customers more quickly and effectively
What We're Looking For
Required Experience
- 5+ years of experience as a TAM, Solutions Engineer, or other customer-facing technical role where you owned key developer relationships
- Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort navigating logs, APIs, and technical tools
- Strong project management skills, capable of influencing internal and external partners to stay on schedule
- Strong troubleshooting skills and the ability to navigate technical issues, provide prompt solutions, investigate and resolve integration or data flow issues
- Excellent written and verbal communication skills — able to translate complex technical concepts into clear, customer-friendly explanations
- Experience with support systems like Zendesk, Pylon (or similar ticketing platforms)
- A collaborative mindset with the ability to work cross-functionally with Engineering, Product, and Customer Success teams
- A proactive, detail-oriented approach and willingness to document solutions and processes for future use
- Proactive mindset - you seek out ways to improve systems and enable others
Education
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field — or equivalent practical experience
Technical Skills
- Monitoring: Experience with observability and alerting systems
- Proficiency with cloud platforms, ideally Google Cloud Platform (GCP)
- Understanding of APIs, data integrations, and common troubleshooting workflows
- Experience with ticketing systems (Zendesk, Jira, or similar)
- Comfort working with logs, SQL queries, and basic debugging tools
- Strong documentation skills for both internal and customer-facing materials
Preferred Experience
- Cloud Infrastructure: GCP (App Engine, Firestore, Cloud Functions, IAM, Pub/Sub, BigQuery)
- Infrastructure as Code: Terraform, CloudFormation, or similar
- CI/CD: GitHub Actions, CircleCI, or similar platforms
- Programming: Python, Go, Bash for automation and tooling
Skills
GCPAPIsZendeskJiraTerraformCloudFormationGitHub ActionsCircleCIPythonGoBashSQLObservabilityAlerting Systems
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