Senior Technical Customer Success Manager

Senior Technical Success Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Technical Success Manager based in the United States.

As a Senior Technical Success Manager, you will build trusted relationships with enterprise customers and help them maximize the value of cloud resilience and disaster recovery solutions. You'll guide customers through implementation, onboarding, and adoption, ensuring their critical applications can be recovered reliably when disruptions occur. Working closely with solution engineers, product teams, and software engineers, you'll resolve technical challenges and turn customer feedback into meaningful improvements. You'll monitor customer health, measure success outcomes, and identify opportunities to strengthen retention and expand partnerships. This role combines technical expertise, strategic customer engagement, and hands-on problem-solving in a fast-paced, early-stage technology environment. The position offers full-time remote work within the United States or a hybrid arrangement in Durham, North Carolina.

Accountabilities

• Lead customer implementation, onboarding, and migration processes, applying customer success best practices to develop clear plans and accelerate time to value.
• Guide enterprise customers through the configuration, adoption, and validation of cloud disaster recovery solutions, ensuring recovery plans are tested and operationally effective.
• Track customer goals, time-to-value metrics, adoption indicators, and other success measures to demonstrate value and identify opportunities for improvement.
• Proactively monitor account health, identify risks, address customer concerns, and develop strategies to improve engagement, satisfaction, and retention.
• Conduct quarterly business reviews to communicate progress, share product updates, review customer outcomes, and identify renewal and expansion opportunities.
• Collaborate with engineers and solution engineering teams to investigate, troubleshoot, and resolve customer-reported technical issues in a timely manner.
• Serve as a trusted advisor and customer advocate, communicating customer needs, feedback, feature requests, and product requirements to Product and Engineering teams.
• Build strong relationships with enterprise stakeholders through proactive communication, transparent problem-solving, and consistent follow-through.
• Take ownership of customer outcomes by ensuring implementations deliver practical business value rather than simply completing technical setup tasks.
• Identify opportunities to improve customer adoption, strengthen account relationships, and expand product usage through proactive engagement.
• Document implementation progress, customer health, support issues, and success plans using customer success platforms and ticketing tools.
• Contribute to evolving customer success processes and best practices in a growing organization, sharing lessons learned and helping improve the overall customer experience.

Requirements:

• At least 7 years of experience in a technical, customer-facing Customer Success or Account Management role.
• Strong understanding of AWS and/or Microsoft Azure services, cloud computing concepts, and networking technologies, with a willingness to continuously develop technical expertise.
• Experience using customer success and CRM platforms such as Salesforce, HubSpot, or Intercom, as well as ticketing and project tracking tools such as Jira.
• Excellent communication and relationship-building skills, with the ability to work effectively with enterprise customers and cross-functional technical teams.
• Strong problem-solving and analytical skills, including the ability to investigate complex issues, identify risks, and develop practical solutions.
• Excellent attention to detail, combined with the ability to understand broader business objectives and identify opportunities for customer and process improvement.
• Ability to manage customer implementations, coordinate multiple priorities, and maintain clear documentation of plans, milestones, and outcomes.
• A proactive, accountable approach to customer success, with a focus on measurable results, transparency, and timely follow-through.
• Comfort working in an early-stage company where priorities evolve, processes are continuously improved, and team members are expected to take initiative.
• An AWS Certified Cloud Practitioner certification or Microsoft Azure Fundamentals (AZ-900) certification, or willingness to obtain one within 90 days of starting.
• Eligibility to work in the United States. Please note that visa sponsorship for H-1B applicants is not available for this position.

Benefits:

• Competitive salary and equity compensation.
• Medical insurance, with 100% of the employee's personal medical premiums covered.
• Dental and vision insurance, with 75% of the employee's personal premiums covered.
• Dependent medical, dental, and vision insurance, with 75% of premiums covered.
• Life insurance, with 100% of the employee's personal premium covered.
• Unlimited paid time off (PTO).
• For fully remote employees, a choice of a $125 home office stipend or a $250 company-subsidized coworking membership.
• A small, collaborative team environment.
• The opportunity to work with innovative cloud technologies and contribute to the development of modern disaster recovery solutions.
• Flexible work arrangements, with fully remote employment within the United States or a hybrid option based in Durham, North Carolina.