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Gruntwork · 1 month ago

Technical Customer Success Manager

United States

Full-time

Remote

Senior Level

$155K/yr - $200K/yr

6+ years exp

Gruntwork is a company focused on transforming DevOps practices and is seeking a Technical Customer Success Manager to ensure the success of their strategic customers. In this role, you will be responsible for managing customer relationships, driving retention, and shaping the customer success strategy while working closely with executive stakeholders.

DevOpsInformation Technology

Responsibilities

Own the Customer Lifecycle: Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal

Accountable for Net Retention: Own the renewals process. Partner with Sales to drive expansion opportunities and drive net retention

Drive Value Realization: Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s platform

Build Strategic Relationships: Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders to understand their goals and align Gruntwork’s solutions to their needs. This includes leading strategic executive business reviews (EBRs/QBRs/CABs) to align on business outcomes, showcase ROI, and ensure long-term partnership growth

Create and manage a Customer Advisory Board: Facilitate the creation of a semi-annual CAB with our top customers

Mitigate Risk: Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers

Shape Customer Success Strategy: Contribute to the evolution of Gruntwork’s customer success programs, including onboarding, training, and enablement initiatives

Be a Gruntwork Expert: On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value

Champion the Customer to the Company: Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap

Qualification

Customer Success ManagementTechnical ExpertiseCloud InfrastructureDevOps PracticesData-Driven ApproachProject ManagementDetail OrientationStartup CompatibleSQL SkillsExceptional CommunicationProblem-Solving Skills

Required

6+ years of experience in customer success, account management, or technical consulting, with a proven track record of managing enterprise-level accounts in a SaaS or infrastructure-focused company

Strategic Mindset: Ability to think strategically, identify growth opportunities, and develop long-term customer success plans

Exceptional Communication Skills: Excellence in building trust and rapport with executive stakeholders and technical leaders both internally and externally

Project Management Skills: Ability to define requirements to either improve internal success SOPs or operational capabilities, or for external PoCs/trials with customers

Problem-Solving Skills: A proactive and solutions-oriented approach to addressing complex customer challenges

Technical Expertise: Strong understanding of cloud infrastructure (AWS, Azure, GCP), DevOps practices, and infrastructure-as-code (IaC) tools like Terraform

Detail Orientation: Consistent focus on the small things that can make a difference either to the customer, or in our internal processes

Data-Driven Approach: Comfortable using data to track customer health, measure success, and inform strategic decisions

Startup Compatible, Hands-On Attitude: Proven ability to roll up your sleeves and get your hands dirty, we want someone with a bias for action

Preferred

(Bonus) SQL Skills: Work with the team to use the data at our disposal and make it useful for customer success

Benefits

Commission-Based OTE: The more customers love Gruntwork, the more you’ll be rewarded.

Growth: Work in a fast-growing company with opportunities for professional development and career advancement.

True Work-Life Balance: 100% remote work in a high-trust environment (US & Canada time zones).

Uncapped Earnings Potential: Competitive base salary, performance-based bonuses, and above-market equity + progressive equity plan that can double your equity.

Full Company Support: 1:1 resourcing from Marketing, Sales, and Solutions Engineering teams.

Personal Budget: $1,000 USD monthly budget for wellness -- workspace, health, and learning.

Regular In-Person Meetups: Team gatherings in beautiful locations (Mexico City is up next!).

Profit-Sharing Bonus: Based on company performance.

Opportunity to Shape DevOps: Work alongside industry thought leaders to define the future of DevOps.

Systematically above-market salary. We compute all salaries using a formula designed to systematically pay above market, wherever you live.

Above-market equity. We offer above-market equity grants, and we’ve even put in place a “progressive equity” plan where if there is a large exit event, employees end up with a progressively larger portion of the proceeds than their pro-rata equity holdings.

Profit-sharing bonus. We set aside a pot of money at the end of each year based on profits and distribute bonuses according to a formula that uses as inputs your level within the company and the length of your tenure at the company.

Hardware budget. We'll buy you a brand new state-of-the-art 16" Apple MacBook Pro (or other computer of your choosing of equivalent value) upon joining. It will be owned by you, not the company.

Medical/Dental/Vision Insurance. We offer a range of high-quality plans with a large portion paid by the company. For countries other than the US, this includes extra coverage on top of your statutory insurance.

Pension/401(k) contributions. We contribute 3% of your salary to your pension or 401(k).