Manager, Technical Success

This is a fully remote position, open to applicants in Louisiana, +2 more states.

📋 Description

• Oversee, mentor, and cultivate a team of Technical Success Managers, fostering accountability, performance, engagement, and professional growth.

• Guarantee consistent delivery throughout onboarding, initial value realization, adoption, value achievement, risk management, and renewal preparedness.

• Assist TSMs in formulating account strategies, success plans, stakeholder engagement, and measurable customer outcomes.

• Track customer health, product utilization, technical performance, and portfolio risks.

• Ensure timely identification of issues, supported by mitigation strategies and accurate renewal outlooks and risk documentation.

• Lead and facilitate priority customer escalations and recovery strategies.

• Coordinate technical resources while ensuring effective communication with customers and internal stakeholders.

• Propel product adoption, prioritize use cases, and demonstrate measurable value.

• Act as the customer advocate by relaying product feedback, technical challenges, and evolving requirements.

• Collaborate with Sales, Renewals, Support, Professional Services, Solutions Engineering, Product, Marketing, and Channel teams.

• Convert global objectives into regional priorities and contribute to Technical Success and Customer Experience initiatives.

• Maintain oversight of portfolio performance, customer risks, team capacity, and readiness of individual contributors.

• Leverage data to inform priorities and decision-making.

⛳️ Requirements

• A minimum of 5 years of relevant experience in Technical Success, Technical Account Management, Customer Success Management, Solutions Engineering, Professional Services, cybersecurity, or a comparable customer-facing technical position.

• Strongly preferred people management experience; required experience in coaching, mentoring, or team leadership.

• In-depth understanding of enterprise SaaS, cybersecurity principles, customer environments, and the post-sale customer lifecycle.

• Capability to comprehend technical challenges and guide teams towards suitable solutions and resources.

• Demonstrated ability to translate technical capabilities into clear customer outcomes and business value.

• Experience utilizing customer health, adoption, usage, risk, and performance data to drive actions and set priorities.

• Proficiency in Gainsight and Salesforce, including health scores, risk and renewal records, success plans, and dashboards.

• Strong skills in communication, stakeholder management, escalation handling, and cross-functional collaboration.

• Ability to balance customer needs with team capacity and perform effectively in a dynamic, fast-paced environment.

• Experience leading teams through organizational or role changes, including reskilling, new performance metrics, and account transitions.

• A strong sense of ownership with a focus on accountability, continuous improvement, collaboration, and customer success.

• Additional language skills may be necessary depending on the specific region.

🏝️ Benefits

• Skills, learning opportunities, and resources that empower individuals to perform at the level their roles require.

• Opportunities for growth that exceed role expectations.

• Reasonable accommodations available for qualified individuals with disabilities.