Senior Customer Success Manager, Strategic Technical Accounts

DuploCloud•San Francisco, CA

3d•$120,000 - $145,000•Remote

About The Position

We’re looking for a high-agency, customer-obsessed Senior Customer Success Manager, Strategic Technical Accounts to own and grow a portfolio of key strategic customers. In this role, you will serve as the orchestrator and owner of the customer relationship, connecting the dots across customer conversations, technical initiatives, business priorities, product usage, commercial considerations, and internal resources to ensure customers successfully deploy, adopt, expand, and realize measurable value from DuploCloud. You will bring structure to ambiguity, lead complex customer programs involving multiple technical and business stakeholders, identify risks and opportunities, and create momentum by ensuring the right problems are addressed and the right people are engaged. This role combines customer success, strategic account management, program management, and technical fluency, working closely with Customer Solutions Engineers, Technical Delivery Managers, Account Management, Sales, Product, Engineering, and executive leadership. The ideal candidate thrives in complexity, operates with speed, judgment, and a high degree of ownership, and is trusted by both customers and internal teams to figure things out and drive work through to completion. You will be a strong fit for this role if you have experience Owning and managing strategic customer relationships and developing a deep understanding of their business, technical environment, priorities, and desired outcomes. Leading complex customer initiatives involving multiple technical and business stakeholders, teams, dependencies, and competing priorities. Creating clear plans with defined objectives, milestones, owners, dependencies, and timelines to keep initiatives moving forward. Connecting the dots across customer conversations, technical workstreams, product usage, business priorities, and internal resources to identify what is working, what is at risk, and what needs to happen next. Identifying blockers and risks early, developing proactive mitigation plans, and escalating when necessary to ensure nothing important falls through the cracks. Investigating unclear or complex problems, asking the right questions, synthesizing incomplete or conflicting information, and determining a clear path forward. Making sound decisions with imperfect information and knowing when to act independently, involve additional expertise, or escalate to leadership. Building trusted relationships with engineers, technical leaders, executives, and business stakeholders and adapting your communication style to each audience. Driving customer adoption, retention, and expansion by identifying underutilized capabilities, growth opportunities, and changes in the customer’s business or technical environment. Managing multiple customers and initiatives simultaneously while maintaining strong organization, urgency, and follow-through. Navigating complex organizations and driving work across teams, even when you do not have direct authority. Taking ownership when something is unclear, blocked, or moving too slowly and proactively figuring out what needs to happen to create momentum. Participating confidently in technical conversations and working effectively with technical teams, even when you are not the technical expert.

Requirements

7+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, Solutions Consulting, Professional Services, Program Management, or another related customer-facing role.
Experience working with technology companies and engineering-led organizations, preferably managing complex customers with multiple technical and business stakeholders.
Demonstrated experience leading complex customer programs, deployments, transformation initiatives, or cross-functional projects with multiple teams and dependencies.
Strong program and project management skills, including the ability to manage multiple concurrent initiatives, competing priorities, timelines, and stakeholders.
Proven ability to independently identify problems, develop solutions, and drive execution across organizational boundaries.
Exceptional problem-solving skills with the ability to bring structure to ambiguity and synthesize incomplete or conflicting information into a clear path forward.
Experience working with senior technical, business, and executive stakeholders and leading strategic customer engagements.
Strong communication, organization, judgment, and relationship-building skills.
A proactive, high-ownership mindset with the ability to operate effectively with minimal supervision in a fast-paced environment.
Strong commercial instincts and experience partnering on renewals, negotiations, retention, and expansion opportunities.
Technical fluency and an understanding of cloud infrastructure and modern software development environments.
Experience with AWS and GCP is preferred.

Nice To Haves

Experience with AWS and GCP

Responsibilities

Own and grow a portfolio of key strategic customers.
Serve as the orchestrator and owner of the customer relationship.
Connect the dots across customer conversations, technical initiatives, business priorities, product usage, commercial considerations, and internal resources.
Ensure customers successfully deploy, adopt, expand, and realize measurable value from DuploCloud.
Bring structure to ambiguity.
Lead complex customer programs involving multiple technical and business stakeholders.
Identify risks and opportunities.
Create momentum by ensuring the right problems are addressed and the right people are engaged.
Own and manage strategic customer relationships and develop a deep understanding of their business, technical environment, priorities, and desired outcomes.
Lead complex customer initiatives involving multiple technical and business stakeholders, teams, dependencies, and competing priorities.
Create clear plans with defined objectives, milestones, owners, dependencies, and timelines to keep initiatives moving forward.
Connect the dots across customer conversations, technical workstreams, product usage, business priorities, and internal resources to identify what is working, what is at risk, and what needs to happen next.
Identify blockers and risks early, develop proactive mitigation plans, and escalate when necessary.
Investigate unclear or complex problems, ask the right questions, synthesize incomplete or conflicting information, and determine a clear path forward.
Make sound decisions with imperfect information and know when to act independently, involve additional expertise, or escalate to leadership.
Build trusted relationships with engineers, technical leaders, executives, and business stakeholders and adapt communication style.
Drive customer adoption, retention, and expansion by identifying underutilized capabilities, growth opportunities, and changes in the customer’s business or technical environment.
Manage multiple customers and initiatives simultaneously while maintaining strong organization, urgency, and follow-through.
Navigate complex organizations and drive work across teams, even without direct authority.
Take ownership when something is unclear, blocked, or moving too slowly and proactively figure out what needs to happen to create momentum.
Participate confidently in technical conversations and work effectively with technical teams.