Senior Technical Customer Success Manager

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 stipendor 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.