Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the comprehensive relationship for a portfolio of major US accounts.

• Establish connections with engineers, senior leadership, operational, security, and executive stakeholders.

• Address customer needs holistically across technical, commercial, and relational aspects.

• Spearhead customer onboarding with defined milestones and an initial success.

• Conduct regular business reviews showcasing a clear value proposition.

• Engage with economic decision-makers, including CISOs, CTOs, and board-level stakeholders.

• Travel for face-to-face meetings as required.

• Maintain strategic account plans that encompass customer objectives, key stakeholders, adoption priorities, risks, and opportunities for expansion.

• Represent the customer’s voice internally with Product, Engineering, Support, and Sales teams.

• Collaborate with DevOps, SRE, Platform Engineering, and security teams utilizing Terraform, cloud infrastructure, and CI/CD pipelines.

• Lead training sessions and articulate concepts such as infrastructure-as-code, cloud drift, recovery time objectives, and recovery posture.

• Serve as the primary point of contact for technical inquiries and collaborate with engineering on more complex issues.

• Manage retention and expansion efforts, including GRR, NRR, and renewal performance.

• Monitor account health and implement recovery plans for accounts at risk.

• Develop expansion business cases based on quantifiable business outcomes.

• Collaborate with Sales on commercial terms and discussions regarding expansion.

• Keep CRM data, health indicators, and renewal forecasts accurate.

⛳️ Requirements

• 3-5+ years of experience in Customer Success, Technical Account Management, or a similar customer-facing position in a technical B2B SaaS company.

• Proven experience working directly with highly technical clients and managing enterprise or strategic accounts.

• Demonstrated success in driving product adoption, managing intricate accounts, and leading cross-functional initiatives.

• Strong history of building relationships with senior stakeholders and driving renewals and account growth.

• Familiarity with Terraform or any major infrastructure-as-code tool.

• Comfortable with at least one significant cloud platform (AWS, Azure, or GCP) at a conceptual level.

• Knowledge of CI/CD pipelines and Git-based workflows.

• Technical expertise to independently address common customer inquiries, with discernment on when to escalate.

• Solid understanding of cloud security and resilience programs, contemporary security organizational structures, and value-driven success methodologies.

• Exceptional written and verbal communication skills, proficient in engaging with both engineering and executive audiences, along with strong executive presentation abilities.

• Adaptable to fast-paced environments and capable of influencing both customer and internal priorities.

• Ability to link technical capabilities to business impact, security outcomes, and ROI.

• Bonus: knowledge of disaster recovery, business continuity, or compliance frameworks (SOC 2, ISO, DORA, NIS2).

🏝️ Benefits

• Fully remote work arrangement.

• Travel for in-person meetings as needed.