Technical Customer Success Manager

Edge Delta; Seattle (WA); Remote; USD 100,000 - 130,000; Full time

Job summary

A high-growth startup in Seattle seeks a Senior Technical Customer Success Manager. This role involves owning client relationships, driving product adoption, and ensuring customer satisfaction. You will work closely with internal teams to advocate for customer needs and manage renewals. Ideal candidates have a strong technical background and experience in customer-facing roles within SaaS environments.

Qualifications

• 5+ years of experience in Customer Success or Account Management.
• Strong technical background required.
• Experience managing complex, multi-geographical customers.

Responsibilities

• Own overall relationship with assigned clients and ensure satisfaction.
• Drive implementation and onboarding to meet 'time to value' objectives.
• Advocate customer needs across product, marketing, and support.

Skills

Customer Success

Technical Understanding

Leadership

Communication

Education

BA / BS in CS or Computer Engineering

Tools

DevOps

Application Monitoring

Cloud-native Infrastructure

Job description

We are a well-funded Series B ($82MM) high growth startup headquartered in Seattle, with employees throughout the United States and EMEA. Most of our roles are remote-first and we offer a diverse, respectful, fun, and collaborative environment to work in. We're currently in the start-up sweet spot with sufficiently low risk and yet still the potential of massive upside.

At Edge Delta, we are building the world's most scalable and effortless observability and data pipelines platform. Edge Delta is the only platform that enables DevOps, SRE, and Platform teams to begin analyzing data where it's created and proactively generate AI insights across all datasets.

Our customers escape the constraints and architectural limitations of traditional centralized systems by utilizing our distributed architecture, AI, and stream processing capabilities. Ultimately, Edge Delta provides the scalability the market needs without previous technical or financial limitations.

If the prospect of working in a small but fast-growing company with a strong collaborative culture sounds interesting, Edge Delta is the place where you can be given the opportunity and autonomy to shape the future of observability.

WHAT WE DO :

Edge Delta is seeking a Senior Technical Customer Success Manager to join our growing Customer Success group. In this role you will have an enormous impact on our customers and their success with our product, as well as an impact on the product and GTM motion. We're looking for doers and owners. GSD and own what it takes to make your customers successful.

WHAT YOU'LL DO :

• Own overall relationship with assigned clients, which will include successful onboarding, increasing adoption, and ensuring retention and satisfaction. Establish a trusted / strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Drive the implementation and customer on-boarding, taking help from key internal stakeholders (professional services, support teams) with key focus around 'time to value' objectives.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish business and technical goals, or other key performance indicators, and aid the customer in achieving these goals.
• Work with our customers and internal stakeholders to increase adoption and consumption
• In collaboration with our sales team, you will be responsible for the customer's renewal and expansion of the platform through up-sells, cross-sells, and addons. This position includes a renewal quota.
• Advocate customer needs / issues across product, marketing and support functions. Align so seamlessly with sales, marketing, and engineering that we can barely tell what team you're on.
• Manage the portfolio of the customers that will be in different stages of the life cycle. The ability to manage tens of customers simultaneously is key.

WHO YOU ARE :

• 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
• 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
• Strong industry experience and technical understanding related to DevOps, application monitoring, software release tools, and / or broader cloud-native application infrastructure platforms
• Experience managing renewals procurement process is a plus
• Experience in working with complex, multi-divisional, multi-geographical customers
• Strong leadership skills
• Impressive executive presence and communication abilities
• Ability to create structure in ambiguous situations and design effective processes
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• 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