Technical Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +3 more countries.

📋 Description

• Oversee the technical onboarding process and adoption, from the architecture review to the production go-live, according to a success plan and timeline agreed upon with the customer.

• Conduct regular health checks on clusters and usage reviews by utilizing telemetry and dashboards to pinpoint risks, identify capacity issues, and uncover expansion opportunities.

• Take full ownership of technical escalations, collaborating with Support and Engineering for root cause analysis and resolution.

• Convert customer requirements into prioritized input for Product Management and Engineering.

• Serve as a trusted technical advisor and advocate for the customer.

• Coordinate with Solutions Architects, Engineering, Product, and Support as necessary.

• Engage with engineering teams, platform owners, and senior leadership.

• Propel the expedited time to production, ensure healthy deployments as they scale, and transform technical success into customer-driven growth and robust NRR.

⛳️ Requirements

• A minimum of 4 years in a Technical Account Manager (TAM), technical Customer Success Manager (CSM), or post-sales engineering role focused on data infrastructure, distributed systems, or developer platforms.

• Proficient understanding of distributed systems concepts such as replication, partitioning, throughput, and latency.

• Practical experience with at least one major cloud provider: AWS, GCP, or Azure.

• Familiarity with Kubernetes is essential.

• Knowledge of networking concepts including VPC peering, PrivateLink, DNS, and TLS.

• Demonstrated capability in managing technical escalations to reach mutually satisfactory outcomes.

• Strong program and stakeholder management skills across both technical and executive audiences.

• Ability to decompose complex problems into manageable parts and drive towards solutions.

• Exceptional written and verbal communication skills, capable of articulating technical concepts clearly to non-technical stakeholders.

• Experience in a dynamic, fully distributed team environment.

🏝️ Benefits

• Access to the latest AI tools along with a budget to utilize them.

• A diverse organization that prioritizes its people.

• A fully remote team environment.

• A culture rooted in trust, transparency, communication, and kindness.