[Hiring] Technical Success Manager @Remote Woman

Role Description

As a Technical Success Manager (TSM), you are the technical linchpin of the customer journey and a dedicated strategic advisor for our key accounts. You bridge the gap between complex technical execution and tangible business value, acting as the "glue" that ensures the promises made during sales become a reality. While Support handles reactive troubleshooting, you are the proactive force preventing friction before it starts. By designing reusable workflows and documenting unique challenges, you don't just solve problems for one customer—you scale the collective intelligence of the entire Upsun Customer Success organization.

• Strategic Advisory: Own the post-go-live relationship for high-value accounts, acting as a technical authority to align our platform’s capabilities with their long-term business objectives.
• Architectural Optimization: Guide existing customers through complex growth phases and architectural shifts, ensuring their configurations are optimized for peak performance and scalability.
• Proactive Adoption: Identify underutilized features and provide the deep-dive technical guidance necessary to ensure customers realize the full ROI of the Upsun platform.
• Cross-Functional Liaison: Act as the critical link between your customers and internal teams (Support, Product, Engineering) to facilitate root cause analysis and influence the product roadmap.
• Operational Maturity: Contribute to our team’s growth by developing technical playbooks and reusable templates that drive efficiency across the global organization.

Qualifications

• PaaS Ecosystem Expertise: Deep experience in cloud infrastructure and developer tools, with a natural empathy for the challenges faced by modern, developer-focused organizations.
• Consulting Experience: Typically 5–8+ years in technical account management or systems engineering, with a proven ability to translate technical health into operational excellence.
• Architectural Fluency: The ability to design sophisticated technical workflows and architectures that align with diverse infrastructure standards.
• Stakeholder Mastery: High emotional intelligence and communication skills, allowing you to build trust with both C-suite executives and hands-on engineering leads.
• Linguistic Versatility: Professional fluency in both English and either French or German is required to support our EMEA portfolio.

Requirements

• Change Management: Formal experience or certification in change management methodologies related to software adoption.
• CS Tooling: Familiarity with customer success platforms like Gainsight or ChurnZero, or product analytics tools such as Datadog or Pendo.
• Developer Roots: A background in DevOps or software development that allows you to speak the same language as our core users.

Benefits

• Flexible PTO
• Comprehensive healthcare coverage (UK, France, Spain)
• Company stock options
• Professional development budget
• Office equipment budget
• Wellness budget
• Annual team gatherings
• Internet reimbursement
• Inclusive parental leave
• Remote work travel program