Senior Technical Customer Success Manager

Sentry; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

Deepstreamtech is seeking a Technical Customer Success Manager in San Francisco, CA. In this role, you will support customers in achieving their goals with the Sentry Platform, ensuring successful onboarding and driving product adoption. Candidates should have a BA/BS in Computer Science or related field, along with 5+ years of experience in customer success or similar roles. The ideal candidate will possess strong technical expertise, excellent communication skills, and a passion for technology in a fast-growing SaaS environment.

Qualifications

• Strong technical expertise and deep understanding of SDLC and related technologies.
• 5+ years of experience in Customer Success or similar roles.
• Experience working with complex, multi-geographical customers.

Responsibilities

• Ensure customers are onboarded and realize maximum value from the platform.
• Collaborate closely with Account Executives and Engineering teams.
• Act as a trusted advisor, driving customer success and retention.

Skills

Technical expertise in SDLC

Customer-facing experience

Strong communication abilities

Understanding of DevOps

Passion for technology

Education

BA/BS in CS or Computer Engineering

Tools

Application monitoring

Cloud-native application infrastructure

Job description

Requirements

• This role requires strong technical expertise and a deep understanding of the Software Development Life Cycle (SDLC) and related technologies
• If you’re a technologist with experience supporting technical products in customer-facing roles—and you’re eager to join a fast-growing team delivering real value through an exceptional product—we’d love to meet you
• Enjoy talking about technology and interfacing with engineers and engineering leaders
• Are looking to make an impact in the life of our customers through helping them achieve their technical and business goals
• Appreciate working on a variety of projects with customers from lots of different industries
• Like being “in the middle of it all”, working across the organization to move the product forward
• Have a fast-paced, results-driven mindset
• Love developer tools, open-source, and/or all things software development life cycle!
• This is a technical role combined with business skills. You have to have strong technical background to be successful in this role
• BA/BS degree in CS or Computer Engineering-related field or equivalent experience is mandatory
• 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
• Strong industry experience and technical understanding related to Devs, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms
• Experience in working with complex, multi-divisional, multi-geographical customers
• Impressive executive presence and communication abilities
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, ProServices)
• You’re driven; no one needs to push you to excel; it’s just who you are
• Passion for technology and being a part of a fast-growing SaaS company
• (Desirable) Past experience as a developer/devops
• (Desirable) Extensive knowledge in application monitoring, Logs, Metrics, Traces

What the job involves

• Sentry is expanding our Technical Customer Success team to support our growing customer base and drive deeper adoption of the Sentry Platform worldwide
• As a Technical Customer Success Manager (TCSM), you’ll be a Sentry product expert responsible for ensuring customers are successfully onboarded, achieve maximum value from our platform, and uncover new opportunities for growth through additional use cases and products
• You’ll play a key role in helping customers realize measurable outcomes with Sentry. In this highly cross-functional role, you’ll collaborate closely with Account Executives (AEs), Sales Engineers (SEs), and Engineering teams to ensure customers’ technical and business goals are met
• Become a Sentry product expert and support customers by understanding their needs and helping them achieve their goals using the Sentry Platform
• Drive customer success and health through effective onboarding, adoption, value realization, and retention
• Collaborate with customer key stakeholders to define business and technical objectives, and work with the customer team to achieve them
• Act as a trusted, strategic advisor to each assigned customer—driving best practices, innovation, and long-term success
• Partner closely with the sales team to identify and drive expansions and new opportunities that result from customer success
• Advocate for customers internally, clearly communicate customer needs and help prioritize improvements that enhance customer experience and product adoption