Senior Technical Success Manager, Strategic - West

Role overview This senior individual contributor role drives deployment, adoption, and long-term value realization for a strategic book of enterprise customers on an AI-augmented digital analytics platform. The position blends hands-on technical guidance with executive-level stakeholder management, spanning the full post-sale lifecycle from presales through renewal and expansion. It suits a customer-obsessed operator who thrives at the intersection of product analytics, data engineering, and consultative account leadership.

Responsibilities - Own end-to-end outcomes for a portfolio of roughly 10 strategic accounts, including deployment, adoption, renewal, and expansion - Lead deployment planning, including scoping, kickoff coordination, use-case alignment, partner and internal team coordination, and ongoing project reporting - Proactively track portfolio health using AI-augmented signals, intervening early to mitigate risks and accelerate adoption - Run live working sessions to deepen product usage, identify new use cases, and showcase platform capabilities tied to customer goals - Build and maintain success plans with milestones and risk tracking, and deliver executive business reviews that connect platform usage to measurable business impact - Partner with account executives on renewals and expansion by shaping the value narrative, coaching champions, and surfacing growth opportunities - Channel customer feedback, market needs, and product priorities back into the product organization

Requirements - Demonstrated success leading technical customer engagements at the senior level, ideally with enterprise accounts - Strong product knowledge across digital analytics, including data foundations, taxonomy design, instrumentation patterns, and AI agent configuration - Solid business acumen with the ability to understand each customer's growth levers and translate usage into measurable outcomes - Executive-level communication and presentation skills, including building business reviews for senior stakeholders - Track record of owning deployment projects end-to-end, including risk management and cross-functional coordination - Comfort operating in a remote or hybrid environment with distributed teams and partners

Nice to have - Experience developing repeatable playbooks or contributing to team-wide best practices - Familiarity with AI-augmented customer success tooling and signal-based health monitoring

Benefits and work setup - Remote and hybrid work options available - Access to coaching and therapy sessions through a mental wellness platform - Primary care membership benefit in select locations - Employee Stock Purchase Program - Mentorship programs, management training, and wellness initiatives - Charitable giving grants and paid volunteer time off