Technical Customer Success Lead – Deployment

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

📋 Description

• Take charge of the customer operating schedule from the initiation of the pilot through deployment, adoption, and the final decision on the pilot.

• Develop and oversee implementation strategies, readiness checklists, milestones, dependencies, success criteria, and ownership matrices.

• Lead customer kickoff meetings and ongoing deployment and status updates.

• Coordinate dependencies among customers, Go-to-Market (GTM) teams, Product, Partner Engineering, Security, Legal, and engineering delivery teams.

• Ensure that each deployment has designated owners, timelines, identified risks, escalation paths, and measurable success metrics.

• Monitor customer usage, adoption, product health, risks, decisions, commitments, incidents, and follow-up actions.

• Identify blockers early and foster accountability among internal and external stakeholders.

• Classify customer issues into categories such as support, configuration, integration, product defects, roadmap requests, or commercial matters.

• Direct technical and product issues to the appropriate internal owner, providing clear context and relevant information.

• Manage customer-facing status updates and escalation communications throughout deployments and during operational incidents.

• Assist customers in understanding current product capabilities, configuration, integration efforts, and future roadmap items.

• Gather structured customer feedback and ensure that Product and Engineering teams address it effectively.

• Monitor customer health and adoption signals to detect risks to deployment or expansion.

• Create reusable onboarding guides, implementation playbooks, runbooks, training materials, FAQs, and customer handoff processes.

• Propel pilots toward a definitive outcome: expand, convert, continue learning, pause, or exit.

⛳️ Requirements

• Proven experience in enterprise technical customer success, implementation, solutions delivery, technical program management, or a comparable customer-facing technical position.

• Familiarity with platform, SaaS, API-driven, integration-heavy, or technical enterprise products.

• Experience leading intricate customer implementations or deployments from kickoff to production adoption.

• Capability to coordinate business, executive, product, engineering, security, and technical stakeholders.

• Proficiency in creating and managing implementation plans, milestones, dependencies, risks, ownership structures, and escalation processes.

• Technical knowledge of APIs, integrations, environments, system dependencies, and standard software delivery concepts.

• Ability to comprehend and articulate technical issues without providing solutions.

• Strong issue-triage abilities, including distinguishing between configuration issues, integration challenges, product defects, roadmap requests, and commercial inquiries.

• Experience managing customer escalations and communicating effectively in high-pressure delivery or operational scenarios.

• Excellent written and verbal communication skills with enterprise customers and senior stakeholders.

• Skill in transforming vague customer requests into structured, actionable insights for Product and Engineering teams.

• Strong organizational discipline and attention to detail across multiple simultaneous customer engagements.

• Comfort in a fast-paced or rapidly changing environment.

• Experience with identity, security, infrastructure, DNS, registry, or other technically complex platform products is advantageous.

• Familiarity with enterprise API integrations is a plus.

• Experience supporting customer pilots, proofs of concept, or phased production rollouts is beneficial.

• Awareness of customer health metrics, adoption reporting, and implementation analytics is a plus.

• Previous collaboration with solutions engineering, product management, and engineering teams is advantageous.

• Experience in developing customer onboarding or implementation processes from scratch is a plus.

• Familiarity with security, compliance, and enterprise procurement processes is beneficial.

• Experience assisting strategic enterprise customers with complex organizational structures is advantageous.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and career growth.

• Flexible working arrangements to support work-life balance.

• Collaborative and inclusive company culture.