Remote Senior Technical Success Manager

STN, Inc.; San Francisco (CA); Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Health Coverage

401(k) Plan

Unlimited PTO

Holidays Paid

Cell Phone Allowance

Collaborative culture

Job summary

STN, Inc. is hiring a Senior Technical Success Manager to oversee the operational, technical, and lifecycle success of assigned managed-services customers.

This remote role travels as needed and coordinates with Service Desk, Operations, Engineering, PMO, Sales, and Finance to align IT investments with business outcomes. The role emphasizes governance, risk, and renewal management while avoiding direct sales responsibilities.

Qualifications

• Four or more years of experience in MSP IT service delivery or technical account management.
• Two+ years managing customer relationships, escalations, and recurring reviews.
• Operational knowledge of networks, servers, cloud services, cybersecurity, monitoring, backup, and recoveries.
• Strong written communication, meeting facilitation, organization, documentation, and follow-through.
• Ability to communicate credibly with customer executives and technical teams.

Responsibilities

• Serve as primary operational contact for assigned managed-services customers.
• Build relationships with customer executives, business leaders, and escalation stakeholders.
• Understand each customer’s business, technology environment, and service expectations.
• Maintain stakeholder maps with decision-makers and renewal owners.
• Coordinate recurring customer meetings and document decisions and due dates.
• Review tickets, escalations, trends, and ensure timely updates to customers.
• Support lifecycle planning and renewal management.
• Coordinate with Sales, Solutions, and contract-management for opportunities.

Skills

MSP experience

Customer relationship management

Networks and cloud services

Cybersecurity

Documentation and communication

Stakeholder management

Education

ITIL 4 Foundation

Microsoft Fundamentals

CompTIA

Tools

PSA systems

CRM systems

Ticketing systems

Documentation platforms

Project management tools

Monitoring tools

Asset management systems

Job description

STN, Inc. is hiring a Senior Technical Success Manager to oversee the operational, technical, and lifecycle success of assigned managed-services customers.

This remote role travels as needed and coordinates with Service Desk, Operations, Engineering, PMO, Sales, and Finance to align IT investments with business outcomes. The role emphasizes governance, risk, and renewal management while avoiding direct sales responsibilities.