Senior Manager, Technical Customer Success — Hybrid Leader

Port; Austin (TX); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid schedule in Austin and Boston

Competitive salary and full benefits

Equity

Career growth opportunities

Job summary

Port is seeking a Senior Manager, Technical Customer Success to lead and scale the team serving enterprise and mid-market customers across the US. You will own performance, growth, and operational excellence, coaching staff and partnering with executives to drive business outcomes.

You will design and refine playbooks for onboarding, adoption, reviews, renewals, and expansions, and define portfolio health metrics to guide action.

Qualifications

• 7+ years in a technical, customer-facing role at a SaaS company.
• 3+ years managing technical, customer-facing teams.
• Solid foundation in DevOps, platform engineering, and cloud-native environments.
• Experience building practical programs: onboarding, playbooks, escalation paths.
• Data-driven with metrics and evidence-based decisions.
• Strong commercial instincts and ability to balance retention/expansion with customer relations.
• Excellent communication across engineers and executives.
• Curiosity about AI-driven tooling and developer productivity.

Responsibilities

• Manage and develop a team of 8 TSMs, with direct responsibility for their performance, growth, and day-to-day experience.
• Build and continuously improve the playbooks your team runs every day: onboarding, adoption, business reviews, renewals, and expansion.
• Define the metrics that tell you how healthy the team and the portfolio really are, and use them to make good decisions.
• Find patterns across accounts and build programs that address them before they become problems.

Skills

Technical leadership

Customer-facing

Data-driven

Communication

Commercial instincts

AI / developer tooling curiosity

Executive engagement

Tools

CI/CD

Kubernetes

Infrastructure as Code

Cloud providers

Job description

Port is seeking a Senior Manager, Technical Customer Success to lead and scale the team serving enterprise and mid-market customers across the US. You will own performance, growth, and operational excellence, coaching staff and partnering with executives to drive business outcomes.

You will design and refine playbooks for onboarding, adoption, reviews, renewals, and expansions, and define portfolio health metrics to guide action.