Swooped · 4 days ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$160K/yr - $200K/yr

5+ years exp

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Artificial Intelligence (AI)Human Resources

No H1B

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Responsibilities

Lead the end-to-end technical onboarding process for new business subscription customers, ensuring their environments are properly configured for the platform and products.

Set the overall technical strategy for the client base, maintaining active engagement with senior stakeholders and managing executive relationships with clients.

Collaborate with customers to ensure successful integration of features into their development workflows. Analyze customer usage patterns, provide guidance on feature utilization, and facilitate smooth transitions to new features and updates.

Serve as a technical liaison between customers and internal teams, including product development, support, and engineering. Coordinate with technical specialists on complex customer needs.

Oversee and guide technical projects from inception to completion, ensuring timely delivery and integration of solutions into customer environments. Track milestones and ensure alignment with best practices.

Provide technical training to customers on business subscription services, helping clients build long-term value through deep product knowledge. Educate clients about the product roadmap, feature rollouts, and technical updates.

Act as the primary point of contact for customer escalations, diagnosing and solving complex technical issues by orchestrating cross-functional teams as needed.

Identify at-risk accounts based on technical performance, adoption, and usage data. Develop strategies to mitigate churn and ensure continued adoption of the solutions.

Regularly engage in feedback sessions to gather insights for enhancing product features, collaborating with the product team to influence the product roadmap.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementTechnical Account ManagementContainerization TechnologiesCloud PlatformsDevOps ToolsKubernetesCI/CD PipelinesCloud-native ArchitecturesCustomer Success PlatformsSalesforceProject ManagementRelationship Management

Required

5+ years of experience in a Customer Success or Technical Account Management role, preferably supporting enterprise clients with complex technical environments.

Technical proficiency with containerization technologies, cloud platforms, DevOps tools, or similar technical products. Experience with technologies like Kubernetes, CI/CD pipelines, or cloud-native architectures is highly desirable.

Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Totango, Catalyst) and CRM systems such as Salesforce.

Project management skills, including the ability to coordinate across multiple teams and manage technical projects from initiation to completion.

Technical aptitude: Ability to quickly learn and explain complex technical concepts to both technical and non-technical stakeholders.

Strong communication skills with a focus on technical writing and the ability to convey complex solutions clearly and actionably.

Relationship management experience with senior leadership at enterprise clients, demonstrating a proven track record of influencing, negotiating, and maintaining executive-level relationships.