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. You’ll play a key role in helping customers realize measurable outcomes with Sentry. In this highly cross-functional role, you’ll collaborate closely with Account Executives (AEs), Sales Engineers (SEs), and Engineering teams to ensure customers’ technical and business goals are met. This role requires strong technical expertise and a deep understanding of the Software Development Life Cycle (SDLC) and related technologies. This is a one year fixed contract with potential for conversion after the one year.

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

Strong technical background; 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; 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