Senior Customer Success Manager

Job Description

Key Responsibilities: Customer Onboarding & Adoption: Lead technical onboarding for new customers, ensuring seamless integration and deployment. Conduct training sessions and provide best practices to maximize product usage. Technical Support & Issue Resolution: Act as the primary technical contact for assigned customers. Troubleshoot and resolve customer issues by working closely with internal technical teams. Provide timely and effective resolutions, ensuring minimal business disruption. Customer Engagement & Advocacy: Develop strong relationships with key customer stakeholders. Conduct regular check-ins, QBRs (Quarterly Business Reviews), and strategy sessions to assess customer needs and success. Gather customer feedback and advocate for feature enhancements with Product and Engineering teams. Solution Engineering & Optimization: Assist customers in optimizing their workflows and implementing best practices. Provide guidance on architecture, scalability, and security considerations. Collaboration & Continuous Improvement: Work closely with Sales to support pre-sales activities, including demos and proof-of-concepts. Contribute to knowledge base articles, documentation, and FAQs to improve self-service resources. Required Qualifications & Skills: Experience: 6-8 years of experience in Customer Success, Solutions Engineering, or a related technical role. Proven experience in customer-facing technical support or solution consulting. Technical Skills: Hands-on experience with cloud platforms (AWS, Azure, GCP), DevOps tools , and containerization technologies (Docker, Kubernetes). Proficiency in scripting languages (Python, Bash, PowerShell) and infrastructure automation (Terraform, Ansible, Puppet). Strong understanding of APIs, databases, and networking concepts. Soft Skills: Excellent communication and interpersonal skills to interact with both technical and non-technical stakeholders. Strong problem-solving skills with a proactive and customer-first mindset. Ability to manage multiple customer relationships and prioritize tasks effectively.