Senior Customer Success Manager

Skills

About the Role

You will own the post-sales customer journey, help customers launch quickly, achieve measurable KPIs, and realize ROI. You will troubleshoot production issues with forward deployed engineers, provide technical guidance, communicate with executives and practitioners, and identify expansion opportunities.

Requirements

• 5+ years of experience in technical customer-facing roles such as TAM, CSM, or Deployment Strategist
• Experience owning post-sales success and enterprise customer outcomes
• Ability to interpret logs, query data with SQL, and understand production integrations
• Experience with escalation and incident management
• Ability to simplify technical concepts for executives and work deeply with practitioners
• Experience guiding customers through structured touchpoints such as MBRs and QBRs
• Experience collaborating with Sales and Engineering to drive adoption and growth

Responsibilities

• Own the end-to-end post-sales customer journey
• Ensure customers launch quickly, achieve quantifiable KPIs, and realize ROI
• Diagnose deployment blockers and guide customers toward high-value use cases
• Partner with forward deployed engineers to troubleshoot issues and accelerate resolutions
• Educate customers on best practices, new features, and optimization strategies
• Identify new use cases and develop actionable expansion plans
• Communicate AI behavior and recommendations to executive and technical stakeholders
• Help customers achieve measurable business results

Benefits

• Equity
• Benefits
• Remote work option