Senior Technical Success Manager, Emerging Enterprise

This is a fully remote position, open to applicants in Connecticut, +15 more states.

📋 Description

• Take ownership of customer deployment, adoption, and outcomes for a portfolio consisting of 40–50 accounts, spanning from presales to renewal.

• Lead the planning and implementation of deployments, which includes scoping, creating deployment plans, conducting kickoff meetings, aligning use cases, coordinating delivery, and reporting on projects.

• Monitor and manage risks and issues across active deployments, ensuring timely resolution before it impacts timelines or outcomes.

• Oversee portfolio health utilizing AI-driven insights to enhance adoption, drive renewals, and strengthen stakeholder engagement.

• Promote product adoption through interactive working sessions, identifying new use cases, and demonstrating platform capabilities.

• Create and maintain success plans aligned with customer objectives, tracking milestones and risks from onboarding through to renewal.

• Prepare and present executive business reviews that connect platform engagement to quantifiable business impact.

• Collaborate with Account Executives on renewals and expansions by crafting value narratives, mentoring champions, and identifying opportunities for growth.

• Represent the customer’s voice internally by relaying product feedback, market demands, and customer priorities.

• Develop standardized playbooks, share best practices, and enhance methodologies for achieving customer outcomes at scale.

• Comprehend customer business models, growth drivers, and key priorities.

• Establish benchmarks for customer implementation and ongoing success, guiding customers towards effective strategies while holding them accountable to success criteria.

• Identify gaps in adoption and technical obstacles, driving innovative solutions.

• Integrate AI into daily workflows, experimenting, iterating, and sharing best practices.

⛳️ Requirements

• Must reside in the Eastern Time (EST) or Central Time Zone (CST).

• A minimum of 5 years of experience in Customer Success, Technical Account Management, or a comparable customer-facing role in B2B SaaS.

• At least 2 years of experience specifically managing enterprise software deployments where change management and foundational data governance were key focuses.

• Over 2 years of experience managing a portfolio of 20+ mid-market or emerging enterprise accounts.

• Experience co-managing renewals and contributing to the expansion pipeline alongside a sales partner.

• Proven experience in training or enabling non-technical teams to become proficient with data.

• Outstanding communication skills to influence individuals ranging from data engineers to C-level executives.

• Highly developed project management abilities.

• Capacity to excel in an independent and fast-paced setting.

• Technical proficiency in data architecture, instrumentation methods, taxonomy design, and AI agent workflows.

• Ability to guide both internal and partner delivery teams.

• Previous experience with digital analytics, product analytics, or related data/experimentation platforms (preferred).

• Background in consulting, solutions delivery, or implementation (preferred).

• Familiarity with Amplitude as a practitioner (preferred).

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision insurance plans, with 100% employer-paid premiums for employee coverage on select plans.

• 401(k) retirement plan, featuring an employer match of up to 1% of eligible pay each pay period, capped at $2,000 annually.

• Flexible time off and paid holidays.

• Monthly wellness stipend.

• Monthly commuter transit/parking stipend.

• Quarterly learning and development stipend.

• Stipend for new hire home office equipment.

• 12 weeks of Paid Parental Leave.

• Carrot Fertility Benefits, including support for Adoption and Surrogacy.

• Backup Child Care support.

• Mental health and wellness benefits, including no-cost employee access to Modern Health coaching and therapy sessions.

• Employee Stock Purchase Program (ESPP).

• Mentorship opportunities.

• Management training programs.

• Wellness initiatives.

• Charitable giving grants.

• Paid volunteer time off.

• Competitive compensation and benefits package.