Technical Customer Success Manager

Opportunity StratusGrid delivers a high-trust, high-competence customer experience around cloud optimization, and we’re productizing that expertise into our agentic platform, Stratusphere. This role is for a customer-facing operator who can turn cloud optimization from a program customers participate in into a product experience they understand, trust, and use independently. You will be the connective tissue between customers, PE sponsors, Service Delivery, Product, Engineering, and Sales, helping customers onboard successfully, adopt Stratusphere, approve savings opportunities, and realize measurable value faster. Along the way, you’ll identify where customers are getting stuck, reduce friction in the approval process, and bring structured field insights back to Product so the platform keeps getting better. This is a hands-on role for someone who is proactive, highly organized, curious about technology, and comfortable navigating ambiguity. The best fit will know how to build trust with executives and project teams alike, anticipate customer needs before they are stated, and turn repeatable customer success motions into scalable systems. Responsibilities Customer Engagement & Relationship Ownership: Serve as the primary point of contact for customers throughout onboarding, active optimization, and ongoing program engagement. Build strong relationships through proactive communication, thoughtful follow-through, and genuine ownership of the customer experience. Drive Stratusphere Adoption: Help customers understand the purpose of Stratusphere, how to use it, and how it fits into their cloud optimization workflow. Own product demos, user and team setup, dashboard configuration, training, and ongoing enablement so customers are confident using the platform async. End-to-End Customer Onboarding: Own customer onboarding from kickoff through successful program activation using our documented onboarding process. This includes cloud environment integration coordination, program overview, roles and responsibilities, billing process, common risks, success expectations, user setup, team setup, and customer-facing documentation. When troubleshooting goes beyond the documented steps, bring in a Forward Deployed Engineer to resolve it. Improve Time to Approval: Partner closely with Service Delivery and customer stakeholders to understand where savings opportunities are getting stuck. Identify approval roadblocks, information gaps, unclear recommendations, stakeholder misalignment, or process friction, then coordinate the right next steps to help customers make decisions faster. Customer Reporting & Business Reviews: Deliver clear, useful customer reporting, including weekly updates, program success reports, KPI dashboards, savings progress, approval status, engagement trends, and executive-level summaries. Translate product usage and savings activity into business outcomes customers and PE sponsors can understand. PE Firm Relationship Management: Support and manage reporting cadences with PE firms, sharing portco program successes, challenges, risks, and progress. Navigate the balance between PE firm expectations and portco realities with credibility, judgement, and care. Voice of the Customer: Capture customer feedback, pain points, objections, feature requests, and recurring patterns from the field. Translate that input into clear, evidence-backed insights for Product, Engineering, and Service Delivery so Stratusphere improves based on real customer needs, not guesswork. Prototype Testing & Product Feedback: Build lightweight prototypes with AI tools and test product ideas, workflows, messaging, and dashboards with customers. Start the conversation, gather customer goals, and bring in a Forward Deployed Engineer once discussions move into technical requirements and design detail. Report learnings back to Product to inform prioritization and roadmap decisions. Technical Partnership: Recognize when a customer needs technical depth and bring in the right Forward Deployed Engineer at the right time. Use AI tools as a first line of support for technical questions, and keep the customer informed while engineering works the issue. Customer Health & Risk Monitoring: Monitor engagement health, approval velocity, product usage, customer satisfaction, and other risk signals. Proactively identify disengagement, slow approvals, unclear ownership, or declining momentum before they become churn risks. Reduce Customer Effort: Think one step ahead of customers, anticipate where they may need help, and fill gaps before they become blockers. Make it easier for customers to understand opportunities, make decisions, involve the right stakeholders, and realize value. Customer Education & Documentation: Create and maintain customer-facing documentation, FAQs, onboarding guides, user guides, training materials, and repeatable playbooks that help customers use Stratusphere independently and help StratusGrid scale what works. AI-Enabled Customer Success: Use AI tools daily to accelerate customer research, reporting, documentation, analysis, workflow design, and communication. Identify recurring work that can be automated, document successful strategies, and help turn repeatable customer success motions into scalable systems. Cross-Functional Collaboration: Work closely with Service Delivery, Product, Engineering, Sales, and leadership to coordinate customer actions, elevate risks, share field context, and improve the overall customer experience. Maintain strong operating hygiene in Linear, customer records, dashboards, and internal updates. Operational Excellence & Follow-Through: Own commitments end to end. Communicate clearly, elevate early, close loops visibly, and ensure customers and internal teams always understand status, next steps, risks, and owners. Requirements Customer-Facing Experience: Proven experience in customer success, account management, #J-18808-Ljbffr