Technical Customer Success & Deployment Lead

We are looking for a Technical Customer Success & Deployment Lead for a project-based assignment to turn committed pilots and customer deployments into successful implementations, measurable adoption, and long-term product value.

This is a customer-facing, enterprise-oriented role that sits at the intersection of customer success, implementation, technical delivery, product, and engineering.

You will own the operating relationship once an opportunity becomes a committed pilot or deployment. That includes onboarding, readiness, implementation planning, stakeholder coordination, adoption, issue triage, escalations, and ensuring customer feedback makes its way back into the product organization.

This is not a traditional support role or a quota-carrying sales position. You will be responsible for creating structure around complex customer deployments while protecting engineering teams from fragmented or unmanaged customer requests.

Key Responsibilities:

• Own the customer operating cadence from pilot kickoff through deployment, adoption, and final pilot decision
• Build and manage implementation plans, readiness checklists, milestones, dependencies, success criteria, and ownership matrices
• Lead customer kickoffs and recurring deployment and status meetings
• Coordinate dependencies across customers, GTM, Product, Partner Engineering, Security, Legal, and engineering delivery teams
• Ensure each deployment has clear owners, timelines, risks, escalation paths, and measurable success criteria
• Track customer usage, adoption, product health, risks, decisions, commitments, incidents, and follow-up actions
• Surface blockers early and drive accountability across internal and external stakeholders
• Triage customer issues into the appropriate category, including support, configuration, integration, product defect, roadmap request, or commercial discussion
• Route technical and product issues to the correct internal owner with clear context and supporting information
• Own customer-facing status updates and escalation communications during deployments and operational incidents
• Help customers understand the distinction between existing product capabilities, configuration, integration work, and future roadmap items
• Capture structured customer feedback and ensure Product and Engineering close the loop on decisions and learnings
• Monitor customer health and adoption signals and identify risks to successful deployment or expansion
• Develop reusable onboarding guides, implementation playbooks, runbooks, training materials, FAQs, and customer handoff processes
• Drive pilots toward a clear outcome, including expand, convert, continue learning, pause, or exit

Required Skills:

• Strong experience in enterprise technical customer success, implementation, solutions delivery, technical program management, or a similar customer-facing technical role
• Experience working with platform, SaaS, API-driven, integration-heavy, or technical enterprise products
• Demonstrated experience leading complex customer implementations or deployments from kickoff through production adoption
• Strong ability to coordinate business, executive, product, engineering, security, and technical stakeholders
• Experience creating and managing implementation plans, milestones, dependencies, risks, ownership models, and escalation processes
• Strong technical fluency with APIs, integrations, environments, system dependencies, and common software delivery concepts
• Ability to understand and communicate technical issues without needing to be the engineer implementing the solution
• Strong issue-triage skills and the ability to distinguish between configuration problems, integration issues, product defects, roadmap requests, and commercial concerns
• Experience managing customer escalations and communicating clearly during high-pressure delivery or operational situations
• Strong written and verbal communication skills, particularly with enterprise customers and senior stakeholders
• Ability to turn ambiguous customer requests into structured, actionable information for Product and Engineering
• Strong organizational discipline and attention to detail across multiple simultaneous customer commitments
• Comfort working in an early-stage or rapidly evolving environment where implementation and customer-success processes are still being developed

Nice to have:

• Experience supporting identity, security, infrastructure, DNS, registry, or other technically complex platform products
• Experience working with enterprise API integrations
• Experience supporting customer pilots, proofs of concept, or phased production rollouts
• Familiarity with customer health metrics, adoption reporting, and implementation analytics
• Experience working closely with solutions engineering, product management, and engineering teams
• Experience building customer onboarding or implementation processes from the ground up
• Familiarity with security, compliance, and enterprise procurement processes
• Experience supporting strategic enterprise customers with complex organizational structures

What Success Looks Like

Within your first several months, you will have:

• Established a repeatable pilot and deployment process with clear plans, ownership, milestones, risks, and escalation paths
• Created standardized kickoff, readiness, RACI, success-measurement, and deployment templates
• Brought visibility to active deployments, adoption, risks, issues, and customer health
• Established a consistent operating cadence for priority customers and pilots
• Improved the quality and structure of issues routed to Product and Engineering
• Reduced fragmented customer requests and unnecessary interruptions to engineering teams
• Created reusable onboarding, training, handoff, and deployment materials
• Established a structured customer-feedback loop into Product and Engineering
• Helped customers reach first value more predictably
• Ensured pilots conclude with clear evidence and an explicit decision on whether to expand, convert, continue learning, pause, or exit