Senior Customer Success Manager

Firefly

10d•Remote

About The Position

Firefly is the Automated Cloud Resilience platform that helps enterprises instantly recover from outages and cyberattacks using Infrastructure-as-Code. Firefly scans your entire cloud estate, creates a unified System of Record across all resources and dependencies, and restores your complete environment into a clean region or account in minutes, so you can get back online fast after an incident. Through IaC-driven automation, Firefly ensures your infrastructure stays governed, compliant, and recovery-ready. At Firefly, we're looking for a Senior Customer Success Manager to own the full relationship for a portfolio of our largest US accounts. You'll work closely with the engineers who use our platform every day and the executives, who need confidence that their organization can actually recover when something goes wrong. You'll guide customers from onboarding through renewal and growth. This is a senior, high-trust role for someone who wants to be genuinely embedded in their accounts, not managing them from a distance. The position is fully remote, open for all US locations.

Requirements

3-5+ years of experience in a Customer Success, Technical Account Management, or similar customer-facing role at a technical B2B SaaS company, with a track record of working directly with highly technical customers (engineers, architects, or security teams) and owning enterprise or strategic accounts
Proven track record driving product adoption, managing complex accounts, and leading cross-functional programs
A strong track record building relationships with senior stakeholders, ideally including security or risk-focused executives, and driving renewals and account growth
Working knowledge of Terraform or another major infrastructure-as-code tool
Comfort with at least one major cloud platform (AWS, Azure, or GCP) at a conceptual level
Familiarity with CI/CD pipelines and Git-based workflows
Enough technical depth to resolve common customer questions independently, with good judgment on when to escalate
Strong understanding of cloud security and resilience programs, modern security org structures, and value-driven success methodologies
Excellent written and verbal communication, comfortable moving between engineering and executive audiences, with strong executive presentation skills
Comfortable working in fast-paced environments and influencing both customer and internal priorities
Ability to connect technical capabilities to business impact, security outcomes, and ROI

Nice To Haves

Familiarity with disaster recovery, business continuity, or compliance frameworks (SOC 2, ISO, DORA, NIS2)

Responsibilities

Be the go-to person for your accounts, building relationships at every level, including senior leadership
Own every customer need, technical, commercial, or relational, end to end
Build multi-threaded relationships, earning trust with day-to-day engineers and credibility with the operational, security, and executive stakeholders who fund the partnership
Lead onboarding through a structured process with clear milestones and an early win, and run regular business reviews with a clear, compelling value story
Engage economic buyers directly, increasingly CISOs, CTOs, or board-level stakeholders, as recovery becomes a regulated, board-level obligation, and travel for in-person meetings as needed
Maintain a strategic account plan for each customer covering their goals, key stakeholders, adoption priorities, risks, and expansion opportunities
Act as the voice of the customer internally, working with Product, Engineering, Support, and Sales to resolve issues and make sure customer priorities are heard
Bring real technical understanding to technical conversations
Work daily with DevOps, SRE, Platform Engineering, and security teams using Terraform, cloud infrastructure, and CI/CD pipelines
Lead training sessions and speak credibly about infrastructure-as-code, cloud drift, and recovery concepts like recovery time objectives and recovery posture
Serve as first point of contact for technical questions, partnering with engineering on anything requiring deeper expertise
Own the commercial relationship
Own retention and expansion across your portfolio, with clear accountability for GRR, NRR, and renewal performance
Monitor account health, catch adoption, engagement, or commercial risk early, and drive recovery plans for at-risk accounts
Build the business case for expansion into the broader resilience story, grounded in measurable business outcomes, not just product adoption
Partner with Sales on commercial terms and expansion conversations
Keep CRM data, health indicators, and renewal forecasts accurate so leadership has reliable visibility
You don't need to be a dedicated negotiator, but you should be comfortable in a pricing conversation and know when to bring in the right partner internally