Technical Customer Success Manager

About the Role

As a Technical Customer Success Manager, you will be at the forefront of driving customer health through effective onboarding, adoption, value realization, and retention. Your expertise in the Sentry product and your ability to communicate technical and business value will be crucial in establishing trust with key stakeholders and defining objectives that align with the customer's goals.

The success of this role heavily relies on the ability to work across the organization, moving the product forward by advocating for customer needs and driving best practices and innovation. With Sentry's hybrid work model, which includes in-office anchor days, there's a strong emphasis on collaboration and teamwork, suggesting that the ideal candidate is someone who thrives in a fast-paced, results-driven environment and can effectively work with cross-functional teams.

What You Will Do

• Become a Sentry product expert to support customers in achieving their goals using the Sentry Platform.
• Drive customer success through onboarding, adoption, value realization, and retention, ensuring customers derive measurable outcomes from the platform.
• Collaborate with customer stakeholders to define business and technical objectives and work towards achieving them.
• Act as a strategic advisor to assigned customers, driving best practices, innovation, and long-term success.
• Partner with the sales team to identify and drive expansions and new opportunities arising from customer success.
• Advocate for customers internally, communicating their needs and prioritizing improvements that enhance customer experience and product adoption.
• Develop and maintain deep technical expertise in Sentry's products and services, staying updated on the latest features and technologies.
• Conduct regular business reviews with customers, analyzing their current state, identifying areas of improvement, and proposing solutions.
• Work closely with Engineering teams to provide feedback and insights from customers, contributing to the development of new features and enhancements.

What We Are Looking For

• A strong technical background, with a BA/BS degree in Computer Science, Computer Engineering, or a related field, or equivalent experience.
• At least 5 years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role, preferably in the tech or software industry.
• Experience working with complex, multi-divisional, and multi-geographical customers, with a proven track record of driving customer success and adoption.
• Strong industry experience and technical understanding related to developers, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms.
• Impressive executive presence and communication abilities, with the capacity to present complex technical information in a clear, concise manner.
• Experience working with cross-functional teams, including sales, engineering, and customer success, to drive customer outcomes.
• A fast-paced, results-driven mindset with the ability to work autonomously and as part of a team.
• Strong analytical and problem-solving skills, with the ability to analyze customer data and derive actionable insights.

Nice to Have

• Experience with Excel and data analysis, with the ability to create compelling, data-driven stories.
• Knowledge of developer tools, open-source software, and the software development life cycle.
• Familiarity with cloud-native applications and infrastructure platforms.
• Experience working in a hybrid or fully remote work environment, with the ability to manage time effectively and maintain productivity.

Benefits and Perks

• The opportunity to work with a fast-growing company that is making a significant impact in the tech industry.
• Competitive compensation package, including salary and potential equity.
• Access to the latest technologies and tools, with continuous learning and development opportunities.
• Flexible working hours and a hybrid work model, allowing for a balance between in-office collaboration and remote work.
• Health, dental, and vision insurance, with additional benefits such as mental health support and wellness programs.
• Generous PTO policy, including vacation days, sick leave, and holidays.
• Remote work stipend to support home office setup and productivity.
• Opportunities for professional growth and advancement within the company.

• Understand the Sentry Platform: Before applying, make sure you have a deep understanding of the Sentry Platform and its capabilities. Review the company's website, documentation, and any available tutorials to grasp how the platform supports developers and companies.
• Highlight Transferable Skills: Even if you don't have direct experience with the Sentry Platform, highlight any transferable skills you have, such as experience with similar technologies, customer success roles, or technical expertise relevant to the position.
• Prepare to Discuss Technical Expertise: Be prepared to discuss your technical background and how it applies to the role. Review common interview questions related to software development life cycles, cloud-native applications, and customer success strategies.
• Showcase Your Communication Skills: As this role involves working closely with customers and internal teams, demonstrate your ability to communicate complex technical information in a clear, concise manner. Prepare examples of times when you had to explain technical concepts to non-technical stakeholders.
• Demonstrate Your Ability to Work Remotely: Given the hybrid nature of the role, be prepared to discuss how you manage your time, stay productive, and maintain collaboration in a remote or hybrid work environment. Highlight any tools or strategies you use to stay organized and connected with team members.