Technical Customer Success Manager, AMER Central/East

Akuity•Memphis, TN

1d•Remote

About The Position

Akuity is seeking a Technical Customer Success Manager to join their Customer Success team. This role involves working with customers to onboard them onto the Akuity platform and guide them through their Argo journey to ensure their success. The Technical Customer Success Manager will manage a portfolio of strategic accounts, overseeing the entire customer lifecycle from onboarding and adoption through to renewal. They will establish trusted advisor relationships, drive continued value from Akuity's products and services, and lead strategic meetings and Executive Business Reviews. Key responsibilities include driving implementation and customer onboarding with internal stakeholder support, focusing on 'time to value' objectives, and developing customers for advocacy. The role also involves collaborating with sales and technical teams to manage customer renewals and expansion through up-sells, cross-sells, and add-ons, while advocating for customer needs across product, marketing, and support functions. The ideal candidate will align seamlessly with sales, product management, marketing, and engineering teams and manage a diverse customer portfolio.

Requirements

5+ years of experience / 2+ years of experience supporting customers.
Strong technical background
Naturally curious and creative, eager to learn, adapt and perfect your work, you seek help and put it to good use
Self-starter
Good verbal and very good written communication skills
Ability to break down technical concepts for a wider audience of different stakeholders (ranging from Junior Engineers to C-Level Executives)
Up to date with the latest trends in the DevOps/GitOps/Cloud Native world
Enthusiastic about working with a diverse, global team of professionals across multiple time zones (asynchronously)
Prior experience in Customer Success or equivalent work experience focused on increasing customer satisfaction, adoption, and retention
Familiarity working with clients of all sizes
Willingness to travel if needed
Ability to work independently in an all-remote environment

Nice To Haves

hands-on knowledge of Kubernetes is nice to have

Responsibilities

Manage a portfolio of strategic accounts with full responsibility for the customer lifecycle from onboarding and adoption to the renewal phase
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
Lead strategic meetings and Executive Business Reviews to share tactical advice
Drive the implementation and customer onboarding, taking help from key internal stakeholders with a key focus on ‘time to value’ objectives.
Develop, prepare, and nurture customers for advocacy.
Work with clients to establish business and technical goals or other key performance indicators and aid the customer in achieving these goals.
In collaboration with our sales and technical teams, you will be responsible for the customer's renewal and expansion of the platform through up-sells, cross-sells, and add-ons.
Advocate customer needs/issues across product, marketing, and support functions.
Align seamlessly with sales, product management, marketing, and engineering teams.
Manage the portfolio of the customers that will be in different stages of the life cycle.