Customer Success Manager / Technical Customer Success Lead

About the Role
We're looking for a Customer Success Manager / Technical Customer Success Lead to own the post-sales journey for our enterprise customers — from onboarding through renewal and expansion.
The ideal candidate will have experience working in a services-based technology company, preferably in software development, Quality Assurance, QA engineering, DevOps, AI, or enterprise technology services. You should be comfortable working with technical teams and enterprise clients and translating technical requirements into successful customer outcomes.
You'll be the trusted advisor for stakeholders ranging from QA Engineers and Engineering Managers to CIOs and CTOs, driving adoption, retention, customer satisfaction, and growth across a portfolio of strategic enterprise accounts.
This role requires someone who understands both customer success and technology. You should be able to engage in technical discussions, understand software development and QA processes, coordinate with engineering teams, and communicate technical concepts clearly to business and executive stakeholders.
Key Responsibilities
Account Ownership

• Manage a portfolio of enterprise customers as their primary point of contact throughout the customer lifecycle.
• Build strong relationships with technical and business stakeholders.
• Act as the Technical Customer Success Lead for strategic accounts where required.
  
  

Onboarding

• Lead implementation kickoffs and customer onboarding.
• Define success milestones and drive fast time-to-value.
• Coordinate with technical, engineering, QA, and delivery teams to ensure successful implementations.
  
  

Adoption & Customer Health

• Monitor product/service usage and customer health.
• Run QBRs and regular customer reviews.
• Proactively identify and address at-risk accounts.
• Drive adoption of products, platforms, and technology services.
  
  

Executive & Technical Relationships

• Build relationships with senior stakeholders including CIOs, CTOs, VPs of Engineering, Heads of QA, and Engineering Managers.
• Communicate technical value and business ROI through regular reviews.
• Translate customer business requirements into clear technical discussions with internal teams.
• Act as the bridge between enterprise customers and technical delivery teams.
  
  

Renewals & Expansion

• Partner with Sales to drive renewals, upsells, and cross-sell opportunities.
• Identify opportunities to expand technology services, QA services, software development, AI solutions, and other enterprise offerings.
  
  

Voice of the Customer

• Capture customer feedback, requirements, and feature requests.
• Translate customer insights into actionable recommendations for Product, Engineering, and Leadership.
• Identify recurring customer needs that can lead to new services or product opportunities.
  
  

Cross-Functional Collaboration

• Work closely with Sales, Product, Engineering, QA, Delivery, and Support teams.
• Coordinate internal teams to resolve customer issues efficiently.
• Ensure customers receive timely communication and resolution.
  
  

Customer Advocacy

• Develop customer champions and secure references, case studies, and testimonials.
• Build long-term relationships that strengthen customer loyalty and retention.
  
  

Required Qualifications

• 3–4+ years of experience in Customer Success, Technical Customer Success, Account Management, Client Success, or a related client-facing role.
• Experience working in a services-based technology company is required.
• Experience working with enterprise-level customers/accounts.
• Experience working with technical customers and engineering teams.
• Experience as a Technical Customer Success Manager, Technical Customer Success Lead, Customer Success Lead, Technical Account Manager, or similar role is highly preferred.
• Strong stakeholder management and executive communication skills.
• Ability to understand and discuss technical concepts with engineering, QA, DevOps, and software development teams.
• Solid understanding of SaaS and/or technology services business models and customer lifecycle management.
• Excellent project management and organizational skills.
• Bachelor's degree in Business, Computer Science, Engineering, or a related field preferred.
  
  

Preferred Experience
Candidates with experience in the following environments will be highly preferred:

• Software Development Services
• Quality Assurance / Software Testing Services
• IT Services / Technology Consulting
• AI / Technology Services
• DevOps / Cloud Services
• Enterprise Software
• Technical Account Management
• Technical Customer Success
  
  

Familiarity with tools such as Salesforce, HubSpot, Gainsight, Jira, or similar CS/CRM platforms is preferred.
Technical & Customer Success Skills
Customer Success: Enterprise Customer Success • Technical Customer Success • Account Management • Customer Lifecycle Management • Customer Retention • Renewals • Expansion • QBRs
Technical: Software Development • QA / SQA • DevOps • APIs • SaaS • Cloud • AI / Technology Services • Enterprise Software
Stakeholder Management: CIOs • CTOs • VPs of Engineering • Engineering Managers • QA Leaders • Technical Decision-Makers
Key Metrics You'll Own

• Retention (GRR/NRR)
• Product & Service Adoption
• Renewal Rate
• Expansion Revenue
• CSAT / NPS
• Customer Health
• Time-to-Value
• Customer Retention & Churn
• Customer Advocacy
  
  

Why Join Us
Work with leading enterprise organizations, directly influence product and service direction through customer insights, and grow with a fast-scaling, high-performing technology team.