Senior Technical Success Manager

STN Inc•San Francisco, CA

1d•$100,000 - $110,000•Remote

About The Position

The Senior Technical Success Manager is responsible for the operational, technical, and lifecycle success of assigned managed-services customers. The role is a primary relationship and coordination point between customers and STN’s Service Desk, Managed Services Operations, Engineering, Project Management Office, Sales, Procurement, Finance, and leadership teams. It maintains an informed understanding of customer businesses, stakeholders, technology environments, service agreements, support history, initiatives, asset lifecycles, and contractual obligations. The role coordinates customer meetings, monitors service performance and escalations, tracks commitments, supports initiatives and technology lifecycle planning, and ensures contract, licensing, warranty, and service renewals are identified and addressed in advance. It identifies customer needs and qualified improvement opportunities, but solution design, pricing, negotiation, forecasting, and closing are handled by the appropriate Sales, Solutions, or contract-management resources. This is a non-commissioned role. The position is remote, with travel as needed. It is full-time and exempt, with compensation of $100,000–$110,000 per year, depending on experience. Candidates must be U.S. citizens or permanent residents, and employment is contingent on successful background and reference checks. STN is unable to provide sponsorship.

Requirements

At least four years of experience in an MSP, IT service delivery, technical account management, customer success, or a comparable customer-facing technical role.
At least two years managing customer relationships, escalations, recurring reviews, or an assigned account portfolio.
Operational working knowledge of networks, servers, cloud services, cybersecurity, monitoring, backup, and disaster recovery.
Experience reviewing support tickets, service metrics, customer escalations, and recurring issue trends.
Experience coordinating technical projects, upgrades, remediation activities, or customer initiatives.
Experience using a PSA, CRM, ticketing system, documentation platform, project system, asset platform, or monitoring portal.
Ability to interpret service descriptions, contract dates, licensing quantities, warranties, and renewal requirements.
Strong written communication, meeting facilitation, organization, documentation, and follow-through skills.
Ability to communicate credibly with customer executives, business contacts, and technical teams.
Sound judgment about when to involve Service Delivery, Engineering, Security, PMO, Sales, Finance, Procurement, Legal, or leadership.
Ability to participate in meetings across supported customer time zones and travel periodically as required by account needs.
U.S. citizenship or permanent residency; authorized to work in the United States full-time.
Successful completion of a background check and reference verification.

Nice To Haves

Direct employment experience with a Managed Service Provider.
Experience leading monthly service reviews, QBRs, executive reviews, or technology-planning meetings.
Experience with contract renewals, software licensing, hardware warranties, leases, or vendor services.
Experience developing asset or technology lifecycle plans.
Experience with Atlassian Jira and Confluence, a customer portal, PSA, CRM, RMM or monitoring tools, and IT documentation platforms.
ITIL 4 Foundation, Microsoft Fundamentals, CompTIA, CAPM, Project+, or a similar relevant certification.
Experience working with regulated or compliance-sensitive customers.

Responsibilities

Serve as a primary operational point of contact for assigned managed-services customers and build relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders.
Understand customer operations, technology dependencies, supported locations, vendors, communication preferences, service expectations, and contractual boundaries; maintain accurate stakeholder maps and account knowledge.
Coordinate and attend recurring customer meetings; prepare agendas, facilitate or support meetings, document decisions and action items, distribute summaries, and track commitments through completion.
Support monthly service reviews, quarterly business reviews, executive reviews, and technology-planning discussions.
Review open, aging, escalated, recurring, reopened, and customer-impacting tickets; monitor high-priority issues and coordinate follow-up with Managed Services Operations, which retains responsibility for completing the work.
Help ensure timely and accurate customer-facing updates, review relevant SLA and ticket trends, identify patterns requiring further action, and follow established service ownership and assignment processes.
Develop a working understanding of customer environments, including STN-provided services, infrastructure, cybersecurity, backup and disaster recovery, locations, third-party dependencies, managed-services scope, exclusions, and customer responsibilities.
Maintain visibility into supported assets and platforms; track lifecycle, warranty, lease, vendor support, and end-of-life information; identify lifecycle risks; coordinate validation and next steps; and maintain rolling 12-, 18-, or 24-month forecasts.
Bring lifecycle needs into service reviews and budgeting discussions, ensure completed changes are reflected in records, and escalate material asset-data gaps.
Maintain a consolidated renewal calendar for managed-services agreements and relevant licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and third-party services.
Prepare for renewals in the required advance window; validate quantities, users, devices, locations, service tiers, usage, asset status, and requirements; coordinate discrepancies and renewal planning; track quotes, approvals, signatures, purchase orders, provisioning, and billing updates; and escalate renewal risks.
Ensure completed renewals are reflected in Salesforce, NetSuite, the contract repository, billing, the STN One portal, and customer documentation.
Maintain visibility into customer projects, upgrades, remediations, onboarding, and operational initiatives; coordinate with PMO; communicate confirmed status; track customer dependencies; and perform delegated light coordination when no formal Project Manager is assigned.
Escalate scope, budget, resource, schedule, and delivery risks to the responsible Project Manager or operational leader; do not make unconfirmed commitments.
Identify potential customer improvements, document the problem, impact, urgency, technical context, stakeholders, and timing, and create or initiate opportunity records through established processes.
Hand off opportunities to Sales and participate in discovery when customer or account context is required; monitor follow-up while avoiding unapproved pricing, negotiation, discount promises, or closing-sales responsibilities.
Follow technical, service, executive, contractual, security, and sales escalation paths; confirm impact, urgency, ownership, communications, and update timing; engage appropriate resources; maintain records; and support post-incident follow-up when appropriate.
Maintain account-success plans and current stakeholder, environment, contract, lifecycle, renewal, initiative, risk, and escalation records.
Conduct recurring internal account reviews and provide leadership visibility into account health, renewals, lifecycle exposure, commitments, escalations, and commercial handoffs.
Use STN One, Jira, Confluence, ticketing systems, Salesforce, NetSuite, monitoring tools, and other approved platforms according to defined processes.
Support customer onboarding, transitions, offboarding, and material environment changes; validate completion of onboarding (G.9) and offboarding (G.11) duties; and route service-scope misunderstandings or recurring out-of-scope requests for review.
Participate in meetings across supported customer time zones, travel periodically as required, and occasionally participate in urgent customer escalations outside the normal meeting schedule.