Gruntwork

Technical Customer Success Manager

Gruntwork

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $155,000 - $200,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudGoogle Cloud PlatformSQLTerraform

About the role

  • Own the Customer Lifecycle: Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal.
  • Accountable for Net Retention: Own the renewals process. Partner with Sales to drive expansion opportunities and drive net retention.
  • Drive Value Realization: Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s platform.
  • Build Strategic Relationships: Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders to understand their goals and align Gruntwork’s solutions to their needs. This includes leading strategic executive business reviews (EBRs/QBRs/CABs) to align on business outcomes, showcase ROI, and ensure long-term partnership growth.
  • Create and manage a Customer Advisory Board: Facilitate the creation of a semi-annual CAB with our top customers.
  • Mitigate Risk: Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers.
  • Shape Customer Success Strategy: Contribute to the evolution of Gruntwork’s customer success programs, including onboarding, training, and enablement initiatives.
  • Be a Gruntwork Expert: On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value.
  • Champion the Customer to the Company: Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap.

Requirements

  • 6+ years of experience in customer success, account management, or technical consulting, with a proven track record of managing enterprise-level accounts in a SaaS or infrastructure-focused company.
  • Strategic Mindset: Ability to think strategically, identify growth opportunities, and develop long-term customer success plans.
  • Exceptional Communication Skills: Excellence in building trust and rapport with executive stakeholders and technical leaders both internally and externally.
  • Project Management Skills: Ability to define requirements to either improve internal success SOPs or operational capabilities, or for external PoCs/trials with customers.
  • Problem-Solving Skills: A proactive and solutions-oriented approach to addressing complex customer challenges.
  • Technical Expertise: Strong understanding of cloud infrastructure (AWS, Azure, GCP), DevOps practices, and infrastructure-as-code (IaC) tools like Terraform.
  • Detail Orientation: Consistent focus on the small things that can make a difference either to the customer, or in our internal processes.
  • Data-Driven Approach: Comfortable using data to track customer health, measure success, and inform strategic decisions.
  • Startup Compatible, Hands-On Attitude: Proven ability to roll up your sleeves and get your hands dirty, we want someone with a bias for action.
  • (Bonus) SQL Skills: Work with the team to use the data at our disposal and make it useful for customer success.
Benefits
  • Commission-Based OTE: The more customers love Gruntwork, the more you’ll be rewarded.
  • Growth: Work in a fast-growing company with opportunities for professional development and career advancement.
  • True Work-Life Balance: 100% remote work in a high-trust environment (US & Canada time zones).
  • Uncapped Earnings Potential: Competitive base salary, performance-based bonuses, and above-market equity + progressive equity plan that can double your equity.
  • Full Company Support: 1:1 resourcing from Marketing, Sales, and Solutions Engineering teams.
  • Personal Budget: $1,000 USD monthly budget for wellness -- workspace, health, and learning.
  • Regular In-Person Meetups: Team gatherings in beautiful locations (Mexico City is up next!).
  • Profit-Sharing Bonus: Based on company performance.
  • Opportunity to Shape DevOps: Work alongside industry thought leaders to define the future of DevOps.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementtechnical consultingcloud infrastructureDevOps practicesinfrastructure-as-codeTerraformSQLdata analysisproject management
Soft skills
strategic mindsetexceptional communicationproblem-solvingdetail orientationdata-driven approachrelationship buildingproactive monitoringtrust buildinghands-on attitudebias for action