Technical Customer Success Manager

Sentry • San Francisco, CA

2d • Hybrid

About The Position

Sentry is expanding our Technical Customer Success team to support our growing customer base and drive deeper adoption of the Sentry Platform worldwide. As a Technical Customer Success Manager (TCSM), you’ll be a Sentry product expert responsible for ensuring customers are successfully onboarded, achieve maximum value from our platform, and uncover new opportunities for growth through additional use cases and products.
You’ll play a key role in helping customers realize measurable outcomes with Sentry. In this highly cross-functional role, you’ll collaborate closely with Account Executives (AEs), Sales Engineers (SEs), and Engineering teams to ensure customers’ technical and business goals are met.
This role requires strong technical expertise and a deep understanding of the Software Development Life Cycle (SDLC) and related technologies. If you’re a technologist with experience supporting technical products in customer-facing roles—and you’re eager to join a fast-growing team delivering real value through an exceptional product—we’d love to meet you.

Requirements

• BA/BS degree in CS or Computer Engineering-related field or equivalent experience is mandatory
• 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
• Strong industry experience and technical understanding related to Devs, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms
• Experience in working with complex, multi-divisional, multi-geographical customers
• Impressive executive presence and communication abilities
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, ProServices)
• You’re driven; no one needs to push you to excel; it’s just who you are
• Passion for technology and being a part of a fast-growing SaaS company

Nice To Haves

• Past experience as a developer/devops
• Extensive knowledge in application monitoring, Logs, Metrics, Traces

Responsibilities

• Become a Sentry product expert and support customers by understanding their needs and helping them achieve their goals using the Sentry Platform.
• Drive customer success and health through effective onboarding, adoption, value realization, and retention.
• Collaborate with customer key stakeholders to define business and technical objectives, and work with the customer team to achieve them.
• Act as a trusted, strategic advisor to each assigned customer—driving best practices, innovation, and long-term success.
• Partner closely with the sales team to identify and drive expansions and new opportunities that result from customer success.
• Advocate for customers internally, clearly communicate customer needs and help prioritize improvements that enhance customer experience and product adoption.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees