Mgr, Customer Success Engineering

Ladders; United States; Remote; USD 120,000 - 145,000; Full time

Benefits offered by this job

Professional development

Collaborative environment

Access to cutting-edge technology

High-level customer interactions

Supportive leadership

Job summary

Ladders is seeking a Mgr, Customer Success Engineering to lead a team focused on driving adoption and measurable value for enterprise customers. The role partners with Sales, Renewals, Product, and Engineering to improve customer experience and surface feedback.

Location: Remote - US-based candidates only. Compensation: $120,000–$145,000 annually. The leader will guide engineers, align with sales, and ensure ROI through effective deployments and customer advocacy.

Qualifications

• 5+ years in CS, pre-sales, or related roles.
• Experience with cloud platforms: GCP, Azure, or AWS.
• Bachelor's degree or equivalent in CS or related field.
• Proven leadership and team-building skills.

Responsibilities

• Manage a team to drive technical outcomes and adoption.
• Lead Scale and Optimize Engineers in guiding customers on best practices.
• Measure team performance against key operational metrics.
• Ensure customers maximize ROI by implementing the company's solutions.
• Hire and onboard Scale and Optimize Engineers effectively.
• Collaborate with Product and Engineering to drive feature enhancements.
• Identify upsell opportunities with Sales and Renewals.
• Increase customer lifetime value through advocacy and references.
• Capture and convey customer feedback for product improvement.
• Assess interactions with top customers for performance and support quality.

Skills

Leadership

Cloud platforms

Negotiation

Customer Success

Salesforce

Gainsight

Team management

Education

Bachelor's degree in CS

Tools

Salesforce (SFDC)

Gainsight

GCP/Azure/AWS

Job description

For our client, we are seeking a Mgr, Customer Success Engineering to join the team of a leader in the Enterprise Technology space. This leader will oversee a customer success engineering function focused on driving adoption, technical outcomes, and measurable value for enterprise customers. The role will partner closely with Sales, Renewals, Product, and Engineering to improve customer experience, surface product feedback, and identify expansion opportunities. It is well suited for a people leader who can balance technical guidance, operational rigor, and customer advocacy in a fast-paced enterprise technology environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $120,000 – $145,000 annually

Responsibilities

• Manage a team to drive technical outcomes and product adoption
• Lead Scale and Optimize Engineers in guiding customers on best practices
• Measure team effectiveness against key operational metrics
• Ensure customers maximize ROI by implementing the company's solutions
• Attract, hire, and retain Scale and Optimize Engineers, ensuring effective onboarding
• Collaborate with Product and Engineering to drive feature enhancements
• Work with Sales and Renewals teams to identify upsell opportunities
• Increase customer lifetime value through advocacy and reference-ability
• Capture and convey customer feedback for product improvement
• Assess interactions with top customers for performance and support experience

Qualifications

• 5+ years in pre-sales, account management, customer success, or technical consulting roles
• Experience with cloud solutions like Google Cloud Platform, Microsoft Azure, or Amazon Web Services
• Proven leadership skills with the ability to inspire and motivate teams
• Strong negotiation and consensus-building abilities
• Deep understanding of networking/security technologies
• Experience with SFDC and Gainsight, including report and dashboard creation
• Relevant Bachelor's degree or equivalent experience, preferably in computer science or related fields

Benefits

• Opportunities for professional development and continuous learning
• Collaborative work environment fostering innovation
• Access to cutting-edge technology and solutions
• Engagement with high-level customer interactions
• Supportive leadership focused on team success

Our client is an equal opportunity employer.