Senior Manager, Customer Success Engineering
On-siteSan Francisco, California, United States or New York, United States
Job Summary
Lead Customer Success Engineers and manage the North America team, ensuring capacity aligns with highest-impact retention and expansion opportunities. Partner with Sales leadership to prioritize accounts, shape technical engagement strategy, and drive adoption across API design, CI/CD, and modernization workflows. Operate a tight cadence for account inspection, risk escalation, and blocker resolution while translating customer insights into actionable product feedback. Build high-performing teams, establish operational discipline, and own strategic initiatives with clear execution tracking to turn complex GTM problems into measurable outcomes.
Required Qualifications
- 10+ years of experience in Forward Deployed Engineering, Customer Success, Technical Account Management, Solutions Engineering, Strategic Consulting, or related SaaS customer-facing roles
- 5+ years leading high-performing post-sales or technical customer teams
- Experience managing distributed teams across North America
- Proven ability to drive adoption, retention, and customer value outcomes across complex enterprise accounts
- Strong operational leadership skills with experience building scalable processes, execution frameworks, operating cadences, and team accountability models
- Demonstrated ability to operate effectively in evolving environments and drive structure, clarity, and measurable execution
- Strong partnership orientation with Sales leadership and experience operating within enterprise pod-based account models
- Technically fluent in APIs, developer workflows, integrations, CI/CD systems, and modern software delivery practices
- Strong coaching, stakeholder management, and executive communication skills
- Highly proactive leader with strong ownership mentality and bias toward execution
- Must be available for in-person collaboration 5 days a week
- Must be based in San Francisco Bay Area, Boston, Austin, New York City, Tokyo, or London
Desired Qualifications
- Experience in Customer Success Engineering
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