Technical Customer Success / Customer Program Manager
RemoteUnited States
Job Summary
Own the customer program end-to-end from onboarding through adoption, tracking what needs to happen, who owns it, what's blocked, and what to prioritize next. Drive accountability across teams: when Engineering owes something, you drive it to closure; when Product needs to make a decision, you get it in front of them; when priorities compete, you help create clarity. Coordinate complex, multi-stakeholder technical deliverables to a clean finish, such as driving an enterprise security questionnaire from draft to sign-off-ready response. Maintain a single source of truth on program status, open items, owners, and dates. Build strong relationships with customers, understand what success looks like for them, and keep them engaged throughout onboarding and adoption. Engage credibly with customer SRE, observability, cloud/infrastructure, security, and enterprise IT stakeholders, translating between customer language and internal owners. Flag risk early before it becomes a customer-visible problem.
Required Qualifications
- Experience leading complex enterprise customer programs — technical customer success, customer/program/project management, TAM, or solutions delivery — with a track record of driving multi-team initiatives to completion.
- A natural 'what's next, who owns it, and when will it be done' operator: organized, persistent, and comfortable creating structure in a fast-moving startup environment without waiting to be told.
- Enough technical curiosity and depth to be comfortable in conversations spanning SRE, observability, cloud platforms (AWS/Azure/GCP), Kubernetes, integrations (e.g., Splunk, Datadog, ServiceNow), and enterprise security/compliance reviews.
- Excellent written and verbal communication — able to represent status clearly to customers and internally, and to get concise, unambiguous commitments out of Engineering and Product.
- Customer-focused and relationship-driven, with the judgment to balance advocating for the customer with realistic internal prioritization.
Desired Qualifications
- Experience managing programs for large enterprise or Fortune 500 customers, where multiple stakeholders (security, IT, SRE, procurement, legal) and layers of internal approval are the norm, not the exception.
- Background working alongside SRE, DevOps, or observability teams, or prior experience in a Forward Deployed Engineering, solutions engineering, or technical account management function.
- Experience at an early-stage startup, including comfort with ambiguity and building process rather than inheriting it.
- Familiarity with ITSM and collaboration tooling (ServiceNow, Slack, Jira/Linear) used to run customer programs day to day.
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