Strategic Technical Success Lead (Remote)

STN, Inc.; Northern (KY); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Health coverage

401(k) plan

Unlimited PTO

Holidays paid

Cell phone allowance

Culture of growth

Job summary

STN is seeking a Senior Technical Success Manager to own the operational and lifecycle success of assigned managed-services customers. You will serve as the primary liaison between customers and STN's teams, ensuring service performance, renewals, and executive alignment.

This non-commissioned role requires strong relationship-building, ticket oversight, and lifecycle planning. Remote with travel as needed to support customers across the United States.

Qualifications

• Four or more years in MSP, IT service-delivery, or customer-facing technical roles.
• At least two years of managing customer relationships, escalations, and reviews.
• Operations knowledge across networks, servers, cloud, cybersecurity, monitoring, backup, and DR.
• Experience reviewing tickets, service metrics, escalations, and recurring issue trends.
• Experience coordinating technical projects, upgrades, or customer initiatives.
• Familiarity with PSA/CRM/ticketing systems, documentation platforms, project systems, asset platforms, or monitoring portals.
• Ability to interpret service descriptions, contract dates, licensing quantities, warranties, and renewal requirements.
• Strong written communication, meeting facilitation, organization, 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 executives, business leaders, and escalation stakeholders.
• Understand customer operations, tech dependencies, locations, vendors, and service expectations.
• Maintain stakeholder maps and awareness of sentiment, risks, and initiatives.
• Coordinate weekly/monthly/quarterly meetings and prepare agendas.
• Document decisions, owners, due dates, risks, and follow-ups.
• Monitor tickets, escalations, and service performance; ensure timely updates.
• Support quarterly business reviews and technology-planning discussions.
• Identify patterns for root-cause analysis, remediation, or lifecycle work.
• Escalate issues per approved processes and ensure proper ownership.

Skills

Relationship management

Customer success

Executive communication

Ticketing oversight

Lifecycle management

Tools

PSA tools

CRM systems

Ticketing system

Jira & Confluence

Job description

STN is seeking a Senior Technical Success Manager to own the operational and lifecycle success of assigned managed-services customers. You will serve as the primary liaison between customers and STN's teams, ensuring service performance, renewals, and executive alignment.

This non-commissioned role requires strong relationship-building, ticket oversight, and lifecycle planning. Remote with travel as needed to support customers across the United States.