Manage the entire customer lifecycle by facilitating the onboarding process, owning adoption and consumption, as well as contributing in the support management process
Lead kickoff and success planning by identifying stakeholders and aligning them on goals, use cases, implementation path, and metrics
Drive adoption across technical departments through regular check-ins and executive business reviews
Identify risk signals early and run mitigation plans to prevent churn
Coordinate technical onboarding and implementation in partnership with Forward Deployed Engineering, Solutions Engineering, and Product
Build repeatable CS processes including, but not limited to, health scoring, playbooks, onboarding templates, and scalable comms
Capture customer feedback and translate it into actionable insights to influence roadmap and prioritization
Assist Sales team on renewals and expansions, surfacing additional teams/use cases and quantifying value
Create customer-facing content such as best practices, rollout guides, and internal enablement materials, that accelerates time-to-value
Assist in monitoring customer support requests, assessing severity and escalation management

Requirements

5 -10 years in Customer Success or Technical Account Management for B2B SaaS. Developer tools or infrastructure a plus
Proven experience managing complex, multi-stakeholder accounts
Former experience working with technical buyers and users (ex: engineering leaders, DevOps, security, platform teams)
Comfort navigating product/engineering conversations such as deployments, integrations, security/compliance requirements, and evaluation criteria. You don’t have to code, but you must be technical!
Excellent communication and executive presence. Able to lead meetings, run crisp programs, drive alignment, and not afraid to address issues head-on
A builder mindset: you like ambiguity, enjoy creating processes from scratch, and iterate quickly
Strong operational discipline: clear notes, success plans, and customer data hygiene
Genuine excitement about AI/LLM-powered developer tooling and open source

Benefits

Competitive compensation: $120,000 - $150,000 base salary plus equity and bonus
Remote-first with flexible hours (core hours 12–4pm ET | 4–8pm UTC)
Fully covered U.S. health, vision, and dental insurance
Unmetered PTO + holidays
Growth opportunities as a high level individual contributor on the Customer Success team
A culture built on kindness, candor, autonomy, and learning

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer lifecycle managementonboarding processadoption and consumptionrisk mitigationhealth scoringplaybooksonboarding templatescustomer feedback analysisB2B SaaStechnical account management

Soft Skills

excellent communicationexecutive presenceleadershipalignmentproblem-solvingoperational disciplinebuilder mindsetadaptabilitystakeholder managementprocess creation