Manager, Technical Success

Zensai; Boston (MA); On-site; USD 150,000 - 230,000; Full time

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.

Skills

Technical leadership

Solution Engineering

Sales Engineering

Post-sales delivery

Partner management

People leadership

Commercial acumen

Executive communications

Job description

The Manager of Technical Success leads a team of Technical Success Architects (TSAs) while acting as a senior technical leader across the customer lifecycle. This player-coach role combines Solution Engineering, technical consulting, post-sales delivery leadership, partner management, and people leadership to support customer growth, adoption, retention, and long-term success.

Working closely with Sales, Customer Success, Product, and Partners, the role is responsible for helping customers realize value from their investment in Zensai while also supporting business growth through strategic pre-sales engagement, solution design, and expansion opportunities. The successful candidate will bring strong commercial acumen alongside deep technical expertise.

What you’ll be doing

• 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.

Pre-Sales & Solution Engineering

• 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.

Technical Success & Delivery

• 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.

Partner Management

• 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.

Commercial & Operational Excellence

• 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.

What you bring

• 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 with the ability to balance customer needs, business objectives, and delivery efficiency.
• Excellent communication and stakeholder management skills, with the ability to engage both technical and executive audiences.

What success looks like

• Customer adoption and value realization
• Customer satisfaction and retention
• Contribution to renewal and expansion opportunities
• Delivery quality and operational efficiency
• TSA team performance and development
• Effective partner utilization and scalability
• Reduction in technical risk and customer escalations

Time for Life:

We offer employees 25 days of PTO plus 11 federal holidays, and we provide 6 months of paid leave for primary caregivers and 4 months for secondary caregivers.

401(k) that stands out:

We match up to 6% from day one. Your future, growing faster.

Health cover that starts day 1:

We pay 70% of medical, dental, and vision premiums for you and your family, with two plans plus HSA.

We provide 6 months of paid leave for primary caregivers and 4 months for secondary caregivers.

Learning:

10% of your working time dedicated to development. Built in, not squeezed in.

Peace of mind:

Company-paid life insurance (2× salary), disability cover, and AD&D.

Wellbeing perks:

Free Headspace family plan, fitness membership (gyms, yoga, apps), and a 24/7 support line with counselling.

About Us

Zensai is a global team of around 200 people across Europe, the US, and ANZ. We believe people should have the opportunity to keep learning, feel connected to their workplace, and do their best work. That’s why we created the Human Success Platform . Built into Microsoft 365 and powered by AI, it helps companies turn learning, engagement, and performance into a natural part of everyday work.