Technical Customer Success Manager

Overview

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In this role you will serve as the customer's trusted technical advisor, ensuring rapid production readiness and scalable deployments. You will onboard and guide customers from architecture review to go-live, aligned with a shared success plan. You will monitor health and usage, spotting risks and expansion opportunities early. You will own technical escalations end-to-end, coordinating Support and Engineering to drive root cause resolution. You will translate customer needs into clear feedback for Product and Engineering and advocate for customers across CS, Engineering, and Leadership.

Responsibilities
• Lead technical onboarding and adoption from architecture review to production go-live
• Perform regular cluster health checks and usage reviews to identify risk, capacity issues and expansion opportunities
• Own technical escalations end-to-end, coordinating with Support and Engineering for root cause analysis and resolution
• Translate customer requirements into clear, prioritized feedback for Product and Engineering
• Act as trusted advisor and advocate, aligning Solutions Architects, Engineering, Product, and Support as needed
• Communicate confidently with engineering teams, platform owners, and senior leadership

Key requirements
• 4+ years in a TAM, technical CSM, or post-sales engineering role
• Experience with distributed systems concepts (replication, partitioning, throughput, latency)
• Hands-on familiarity with at least one cloud provider (AWS, GCP, Azure) and with Kubernetes
• Understanding of networking concepts (VPC, PrivateLink, DNS, TLS)
• Proven ability to manage technical escalations to outcomes
• Strong program and stakeholder management across technical and executive audiences
• Ability to xtnlbfm break down complex problems and drive solutions
• Excellent written and verbal communication, able to explain technical concepts to non-technical stakeholders
• Experience in a fast-moving, fully distributed team
• Strong written and verbal communication
• Stakeholder management across technical and executive audiences
• Problem solving and breaking down complex problems
• Distributed systems knowledge (replication, partitioning, throughput, latency)
• Cloud proficiency (AWS, GCP, Azure) and Kubernetes
• Networking basics (VPC, PrivateLink, DNS, TLS)