Technical Customer Success Manager

StratusGrid

1d•Remote

About The Position

StratusGrid is hiring a customer-facing operator to help customers understand, trust, and independently use Stratusphere, its agentic cloud optimization platform. The role connects customers and private equity sponsors with Service Delivery, Product, Engineering, and Sales to support onboarding, platform adoption, approval of savings opportunities, and faster realization of measurable value. The Technical Customer Success Manager owns customer relationships and onboarding from kickoff through program activation, enables customers to use Stratusphere, and works to remove friction from savings approvals. The role delivers customer and PE-firm reporting, monitors customer health and risk, gathers evidence-based feedback for product and operational teams, and tests lightweight prototypes and product ideas with customers. It also creates customer education materials and repeatable playbooks, uses AI tools to improve daily work and scalability, and maintains clear cross-functional coordination and follow-through. The role calls for someone proactive, organized, curious about technology, comfortable with ambiguity, and able to build credibility with executives and project teams. Deep technical expertise is not required; Forward Deployed Engineers provide technical depth when needed. Applicants must be authorized to work in the United States at hire; visa sponsorship is not offered. Periodic travel may be needed for customer engagements, PE meetings, team planning, or onsite work. The position is remote-work-ready and requires reliable high-speed internet, a professional, distraction-limited workspace, and the ability to communicate and work independently in a distributed team.

Requirements

Proven experience in customer success, account management, implementation, client services, or a similar customer-facing role supporting B2B SaaS, cloud, infrastructure, FinOps, or technical services customers.
Focus on measurable customer outcomes, including value realization, adoption, satisfaction, and long-term customer health.
Ability to communicate with C-suite stakeholders, technical leaders, operating partners, finance teams, and project teams, translating technical progress into business impact.
Willingness and ability to learn cloud and cost optimization concepts, follow customer conversations, ask informed questions, and recognize when an engineer is needed; deep technical expertise is not required.
Ability to explain savings opportunities, cloud optimization tradeoffs, product workflows, and program expectations clearly and accurately in plain language.
Experience interpreting metrics, building or configuring dashboards, identifying trends, and using data to drive customer behavior and report on adoption, engagement, savings, approval velocity, customer health, and program outcomes.
Demonstrated ability to onboard users, train teams, drive product usage, increase customer independence, and support value realization through self-serve or asynchronous workflows.
Strong problem-solving and systems-thinking skills, including breaking down ambiguous problems, identifying root causes, proposing practical solutions, and balancing customer needs with operational, product, and engineering constraints.
Ability to navigate relationships and conflict, detect unstated concerns, balance stakeholder needs, and exercise judgment about when to push, support, or escalate.
Ability to distinguish anecdotes from patterns, gather evidence, test hypotheses, and turn customer feedback into useful product and operational insights.
Comfort testing early ideas, workflows, messaging, dashboards, or lightweight prototypes with customers and using findings to inform decisions.
Track record of ownership, urgency, proactive follow-through, early risk communication, and effectiveness in fast-moving environments with incomplete information.
Demonstrated daily use of AI tools to improve speed, quality, analysis, documentation, communication, and repeatability while applying sound judgment and verification.
Ability to work effectively in a distributed team, with reliable high-speed internet, a professional and distraction-limited workspace, and the ability to communicate, collaborate, and execute independently.
Willingness and ability to travel periodically as needed for customer engagements, PE firm meetings, team planning sessions, or onsite work.
Must be legally authorized to work in the United States at the time of hire; visa sponsorship is not offered.

Nice To Haves

Experience supporting cloud optimization, FinOps, infrastructure automation, DevOps, platform engineering, or enterprise cloud programs.
Familiarity with AWS and Azure environments, native cost tools, cloud billing, savings opportunities, reservations, Savings Plans, rightsizing, storage optimization, and common cloud cost management workflows.
Experience working with Private Equity firms, PE-backed companies, executive sponsors, finance leaders, or multi-stakeholder enterprise accounts.
Experience building customer health models, adoption dashboards, executive business review materials, NPS programs, review motions, or customer success operating cadences.
Experience using product analytics, telemetry, DAU/WAU/MAU, feature usage, onboarding metrics, time-to-value metrics, or engagement data to improve adoption.
Experience partnering with Product and Engineering teams to shape roadmap priorities using customer evidence.
Experience creating scalable customer documentation, onboarding playbooks, FAQs, training materials, internal enablement content, or self-serve product education.
Experience with Linear, HubSpot, Salesforce, Gainsight, ChurnZero, Looker, Power BI, Tableau, Hex, Metabase, or similar customer, product, and reporting systems.
Strong writing ability, especially for executive updates, customer-facing summaries, technical explanations, success reports, and concise internal handoffs.
Comfort designing lightweight workflows, mockups, dashboards, or prototypes to test customer pain points before product investment.

Responsibilities

Serve as the primary customer contact throughout onboarding, active optimization, and ongoing program engagement.
Drive Stratusphere adoption through product demonstrations, user and team setup, dashboard configuration, training, and ongoing enablement.
Own onboarding from kickoff through program activation, including integration coordination, program expectations, roles, billing processes, risks, user setup, and customer-facing documentation; involve a Forward Deployed Engineer when troubleshooting exceeds documented steps.
Work with Service Delivery and customer stakeholders to identify and address barriers to approval of savings opportunities.
Deliver customer reporting, including weekly updates, program success reports, KPI dashboards, savings progress, approval status, engagement trends, and executive summaries.
Support reporting cadences with PE firms, communicating portfolio-company successes, challenges, risks, and progress while balancing PE expectations and portfolio-company realities.
Capture customer feedback, pain points, objections, feature requests, and recurring patterns, and provide evidence-backed insights to Product, Engineering, and Service Delivery.
Build lightweight prototypes using AI tools and test product ideas, workflows, messaging, and dashboards with customers; involve a Forward Deployed Engineer when discussions require technical requirements or design detail and report findings to Product.
Recognize when technical depth is needed, bring in the appropriate Forward Deployed Engineer, use AI tools as a first line of support for technical questions, and keep customers informed during engineering work.
Monitor engagement health, approval velocity, product usage, customer satisfaction, and other risk signals; proactively address disengagement, slow approvals, unclear ownership, and declining momentum.
Anticipate customer needs and reduce effort required to understand opportunities, make decisions, involve stakeholders, and realize value.
Create and maintain customer-facing documentation, FAQs, onboarding and user guides, training materials, and repeatable playbooks.
Use AI tools daily for customer research, reporting, documentation, analysis, workflow design, and communication; identify automation opportunities and document repeatable strategies.
Collaborate with Service Delivery, Product, Engineering, Sales, and leadership to coordinate customer actions, escalate risks, share field context, and improve customer experience.
Maintain operating hygiene in Linear, customer records, dashboards, and internal updates; own commitments, communicate clearly, escalate early, and make status, next steps, risks, and owners visible.