Senior Technical Customer Success Manager

Sentry is expanding our Technical Customer Success team to support our growing customer base and drive deeper adoption of the Sentry Platform worldwide. As a Technical Customer Success Manager (TCSM), you’ll be a Sentry product expert responsible for ensuring customers are successfully onboarded, achieve maximum value from our platform, and uncover new opportunities for growth through additional use cases and products.

Responsibilities

Become a Sentry product expert and support customers by understanding their needs and helping them achieve their goals using the Sentry Platform; Drive customer success and health through effective onboarding, adoption, value realization, and retention; Collaborate with customer key stakeholders to define business and technical objectives, and work with the customer team to achieve them; Act as a trusted, strategic advisor to each assigned customer—driving best practices, innovation, and long-term success; Partner closely with the sales team to identify and drive expansions and new opportunities that result from customer success; Advocate for customers internally, clearly communicate customer needs and help prioritize improvements that enhance customer experience and product adoption

Requirements

This is a technical role combined with business skills. You have to have strong technical background to be successful in this role; BA/BS degree in CS or Computer Engineering-related field or equivalent experience is mandatory; 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role; Strong industry experience and technical understanding related to Devs, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms; Experience in working with complex, multi-divisional, multi-geographical customers; Impressive executive presence and communication abilities; Experience working with cross-functional teams (e.g. Sales, Product, Marketing, ProServices); You’re driven; no one needs to push you to excel; Passion for technology and being a part of a fast-growing SaaS company

Nice to have

Past experience as a developer/devops; Extensive knowledge in application monitoring, Logs, Metrics, Traces