Technical Success Manager

Pax8

1d•$65,000 - $94,000•Remote

About The Position

At Pax8, we are reimagining how modern businesses buy, manage, and grow with cloud solutions. As a Technical Success Manager, you will be the trusted technical ally for some of our most complex and strategic partners, helping them get the very best from the Pax8 Marketplace as their businesses evolve. If you are energized by solving challenging technical problems, collaborating across teams, and building long-term relationships with partners, this is a chance to have a real, visible impact. As a Technical Success Manager, you will sit at the intersection of deep technical expertise and strategic partner success. Your focus is on complex, recurring, or high impact challenges that go beyond standard support and have meaningful business impact. Ultimately, you help bridge the gap between day to day support and strategic success, creating a reliable, scalable partner experience that strengthens trust and reduces churn over time.

Requirements

4+ years in a technical success, technical account management, solutions consulting, or advanced support role within software as a service, cloud, or channel environments.
A strong understanding of business-related tooling (both internal and external), and the ability to troubleshoot and guide partners through complex technical scenarios.
Proven experience working directly with partner technical teams, internal engineering and support teams, and cross-functional stakeholders.
A talent for identifying technical inefficiencies and using automation, artificial intelligence, and structured frameworks to streamline processes and improve outcomes.
Excellent interpersonal, written, and verbal communication skills, including the ability to translate complex technical concepts into clear, actionable guidance for both technical and non-technical audiences.
A demonstrated ability to build trust with partners, act as their technical ally, and influence internal teams to prioritize partner needs.
A track record of driving process improvements, creating documentation and playbooks, and scaling solutions across multiple partners.
Bachelor’s degree in a related field or equivalent work experience.

Responsibilities

Proactively identify technical risks by monitoring partner environments, support ticket patterns, and escalation trends, stepping in early to prevent recurring issues.
Develop and maintain technical account plans that outline roadmaps for ongoing partner success, removing barriers before they slow down adoption or growth.
Provide direct technical guidance, best practices, and hands-on support so partners can work confidently and effectively in the Pax8 Marketplace.
Own the full lifecycle of partner escalations, making sure progress and resolutions are communicated clearly, consistently, and with empathy.
Contribute to the creation and improvement of standard operating procedures, escalation frameworks, and knowledge resources that make our work more scalable.
Design and refine workflows, using automation and artificial intelligence tools where appropriate to streamline technical support processes.
Run regular partner health reviews, analyzing ticket and performance data to spot trends, recommend improvements, and reduce future issues.
Apply the adopt, expand, and renew framework by driving partner adoption, enabling expansion through advanced technical support, and reinforcing renewals with ongoing technical value.
Act as the key connection between partners and Pax8 technical teams, coordinating seamlessly with engineering, support, and partner success colleagues.
Work closely with both internal and external stakeholders to resolve complex technical challenges while maintaining strong trust with partners.
Share insights and recommendations with leadership and stakeholders on how to enhance technical processes and reduce systemic partner pain points.