Technical Customer Success Manager

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

📋 Description

• Act as the main point of contact for customers during onboarding, ongoing optimization, and program engagement.

• Foster customer relationships via proactive communication, follow-through, and a commitment to the customer experience.

• Articulate Stratusphere's value and facilitate product adoption through demonstrations, user and team setup, dashboard configuration, training, and enablement.

• Oversee customer onboarding from initiation to program activation, which includes managing cloud integration, providing program overviews, understanding billing processes, addressing risks, setting success expectations, and maintaining documentation.

• Engage Forward Deployed Engineers when troubleshooting exceeds documented procedures or requires deeper technical insight.

• Detect approval bottlenecks, information gaps, ambiguous recommendations, stakeholder misalignments, and process inefficiencies to streamline approval timelines.

• Provide weekly updates, success reports, KPI dashboards, savings progress, approval statuses, engagement trends, and executive summaries.

• Manage reporting schedules with PE firms and convey successes, challenges, risks, and progress of portfolio companies.

• Gather customer feedback, pain points, objections, feature requests, and recurring themes for the Product, Engineering, and Service Delivery teams.

• Develop lightweight AI-assisted prototypes and assess product ideas, workflows, messaging, and dashboards with customers.

• Track customer health, approval velocity, product usage, satisfaction, and risk indicators; proactively mitigate churn risks.

• Create and update customer-facing documentation, FAQs, onboarding guides, user manuals, training materials, and playbooks.

• Utilize AI tools on a daily basis for research, reporting, documentation, analysis, workflow design, and communication.

• Collaborate with Service Delivery, Product, Engineering, Sales, and leadership to align actions, escalate risks, and enhance customer experience.

• Maintain operational integrity in Linear, customer records, dashboards, and internal communications.

• Take ownership of commitments from start to finish, communicate effectively, escalate issues early, close communication loops, and ensure clarity on status, next steps, risks, and accountabilities.

⛳️ Requirements

• Demonstrated experience in customer success, account management, implementation, client services, or a similar customer-facing role within B2B SaaS, cloud, infrastructure, FinOps, or technical services.

• A genuine passion for helping customers achieve quantifiable business results.

• Strong communication skills to effectively engage with C-suite stakeholders, technical leaders, operating partners, finance teams, and project teams.

• Comfort with learning about cloud and cost optimization concepts.

• Exceptional ability to articulate savings opportunities, trade-offs in cloud optimization, product workflows, and program expectations in accessible language.

• Experience in interpreting metrics, building or configuring dashboards, identifying trends, and leveraging data to influence customer behavior.

• Proven aptitude for onboarding users, training teams, driving product usage, fostering customer independence, and enabling customers to derive value through self-service or asynchronous product workflows.

• Strong analytical and systems-thinking skills.

• Ability to navigate relationships, recognize unspoken concerns, manage conflict, and balance stakeholder needs.

• Competence in transforming customer feedback into actionable product and operational insights.

• Willingness to test early-stage ideas, workflows, messaging, dashboards, or lightweight prototypes with customers.

• A history of proactively advancing work and fulfilling commitments.

• A consistent practice of utilizing AI tools to enhance speed, quality, analysis, documentation, communication, and repeatability.

• Reliable high-speed internet connection and a professional, distraction-free workspace.

• Ability to work autonomously while effectively communicating and collaborating within a distributed team.

• Openness to periodic travel for customer engagements, PE firm meetings, team planning sessions, or on-site work.

• Must be legally authorized to work in the United States at the time of hire.

• This position does not provide visa sponsorship.

• Nice-to-have: Experience in cloud optimization, FinOps, infrastructure automation, DevOps, platform engineering, or enterprise cloud programs.

• Nice-to-have: Familiarity with AWS, Azure, cloud billing, reservations, Savings Plans, rightsizing, storage optimization, and cloud cost management workflows.

• Nice-to-have: Experience with Private Equity firms, PE-backed companies, executive sponsors, finance leaders, or enterprise accounts.

• Nice-to-have: Experience with customer health models, adoption dashboards, executive business reviews, NPS programs, G2/review motions, or customer success frameworks.

• Nice-to-have: Experience with product analytics, telemetry, DAU/WAU/MAU, onboarding metrics, time-to-value metrics, or engagement data.

• Nice-to-have: Experience in collaborating with Product and Engineering teams on roadmap priorities.

• Nice-to-have: Experience in creating customer documentation, onboarding playbooks, FAQs, training materials, or self-serve product education resources.

• Nice-to-have: Familiarity with Linear, HubSpot, Salesforce, Gainsight, ChurnZero, Looker, Power BI, Tableau, Hex, Metabase, or similar platforms.

• Nice-to-have: Strong writing skills for executive summaries, customer reports, technical explanations, success narratives, and internal handoffs.

• Nice-to-have: Comfort in designing lightweight workflows, mockups, dashboards, or prototypes.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision insurance coverage.

• Life insurance and both short-term and long-term disability coverage.

• 401(k) retirement plan.

• Flexible PTO, paid sick leave, and paid holidays.

• A flexible benefits package to support employees and their families.

• Reasonable accommodations throughout the hiring process.