Technical Success Manager

Technical Success Manager - 100% Remote

Backed by leading VCs and software executives and founded by ex-Google cloud engineers and PMs, we empower teams to efficiently operate Kubernetes and cloud native infrastructure at scale. We build tooling and intelligence to manage cost, performance, reliability, and other infrastructure operability challenges. Our team is fully distributed, and we're dedicated to building a vibrant, remote-first company culture that focuses on kindness and collaboration while achieving outsized results. We have experience building infrastructure and monitoring platforms at Google, launching high-performance systems, and working with data science.

We're looking for a Technical Success Manager to delight our users—Kubernetes users, development teams, and Finance leadership alike—and keep their needs at the top of our priorities. As the second member of our Technical Success team, you'll have the opportunity to own customer relationships end-to-end, from leading onboarding sessions and tracking feature requests to measuring sentiment and reporting on key metrics.

What you'll be doing:

• Effectively manage onboarding by understanding the goals, timelines, and milestones of the customer.
• Drive implementations to completion through proactive engagement and close collaboration with Support.
• Track and report issues and participate in issue triage and prioritization alongside the Product team.
• Work side by side with Product and subject matter experts to answer questions and resolve issues.
• Collaborate with Sales on a repeatable renewal and expansion pipeline.
• Monitor the overall health of our customers, tracking relevant metrics and escalating when necessary.
• Leverage your technical background to understand high-level engineering and infrastructure concepts as they apply to our product features.
• Play a key role in building the foundation of our Success team through major projects like mapping the customer journey and developing periodic review cadences and scripts.
• Embrace ambiguity and take on responsibilities outside your normal duties and/or comfort zone.

Requirements:

• Experienced in Technical and Client-Facing solutions (preferably infrastructure monitoring and Kubernetes)
• Familiarity with the SaaS customer journey and a proven track record of successfully managing a portfolio of 30-50 enterprise accounts.
• Demonstrable clarity of thought and top-notch organizational skills.
• Flexibility, adaptability, and a positive, solution-oriented mindset.
• An appetite to constantly be learning and working with emergent, exciting technology.
• Impeccable communication abilities (written, verbal, and presentation) and unassailable judgement.
• Strong leadership skills, with the ability to talk to a variety of stakeholders—both technical and executive.