Head of Technical Success & Solution Architecture

Zensai

Boston (MA)

On-site

USD 150,000 - 230,000

Full time

8 days ago

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Benefits offered by this job

PTO 25 days

Federal holidays

Caregiver leave

401(k) match

Health insurance

HSA options

Learning time

Life insurance

Disability & AD&D

Headspace access

Fitness membership

24/7 counseling line

Job summary

Zensai is seeking a Manager of Technical Success who leads a team of Technical Success Architects and acts as a senior technical leader across the customer lifecycle. This player-coach role blends Solution Engineering, technical consulting, post-sales delivery leadership, partner management, and people leadership to support customer growth, adoption, retention, and long-term success.

Collaborating with Sales, Customer Success, Product, and Partners, the role focuses on helping customers realize

Qualifications

Proven experience leading customer-facing technical teams within a SaaS environment.
Strong background in Solution Engineering, Sales Engineering, Technical Consulting, or Solution Architecture.
Experience supporting enterprise sales cycles and leading customer-facing technical discussions.
Experience managing post-sales technical delivery, professional services, onboarding, or implementation teams.
Experience managing external delivery and implementation partners.
Strong commercial awareness balancing customer needs, business objectives, and delivery efficiency.
Excellent communication and stakeholder management across technical and executive audiences.

Responsibilities

Lead, coach, and develop a team of Technical Success Architects.
Establish best practices, playbooks, and operational processes.
Drive accountability for customer outcomes, delivery quality, and technical excellence.
Support hiring, onboarding, performance management, and professional development.
Partner with Sales on strategic opportunities, acting as a senior Solution Engineer for complex and enterprise prospects.
Lead technical discovery sessions, solution workshops, demonstrations, and executive presentations.
Translate customer requirements into scalable solution designs that align with business objectives.
Support commercial discussions by articulating business value, implementation approaches, and expected outcomes.
Contribute to expansion and growth opportunities through trusted technical advisory relationships.
Oversee the delivery of technical onboarding, implementation, adoption, and optimization services.
Act as a senior technical advisor for strategic customers, high-risk accounts, and executive escalations.
Partner with Customer Success Managers to drive adoption, value realization, retention, and renewals.
Support complex technical and commercial discussions throughout the customer lifecycle.
Ensure customers achieve measurable value from their investment in Zensai.
Develop and manage relationships with implementation and delivery partners.
Ensure partner-delivered services meet agreed quality, delivery, and customer satisfaction standards.
Drive scalable delivery models through effective partner utilization.
Act as an escalation point for complex technical and delivery challenges.
Balance customer outcomes with commercial objectives and delivery efficiency.
Provide technical guidance on renewal, expansion, and growth opportunities.
Monitor team performance, capacity, utilization, and customer outcomes.
Identify opportunities to improve efficiency, scalability, and customer experience.