Associate Technical Success Manager

Role overview

Step into a high-impact post-sales role guiding enterprise customers through the full technical journey on an observability platform, from onboarding through ongoing expansion. The position bridges hands-on technical implementation with strategic business value, owning adoption, consumption, and the technical architecture that drives new revenue within existing accounts.

Responsibilities

- Guide customers through onboarding and best practices to reach committed usage levels on schedule. - Design and execute Mutual Activity Plans tied to clear business outcomes, setting milestones and proactively addressing implementation hurdles. - Run proactive engagement to mitigate churn risk and continuously reinforce platform value. - Deliver tailored, business-outcome-focused product demonstrations that go beyond feature-function walkthroughs. - Partner with Expansion Account Executives to run technical evaluations and proof-of-value engagements that unlock new consumption. - Perform whitespace mapping and co-create architecture blueprints and technical roadmaps aligned with long-term customer goals. - Lead training sessions, technical workshops, and the creation of enablement assets such as documentation, videos, and articles. - Cultivate executive-level relationships with CTOs, VPs of Engineering, and IT architects, and collaborate on Customer Business Reviews and ROI dashboards.

Requirements

- 2+ years of demonstrated experience working directly with enterprise customers on technical adoption, customer success, or account expansion. - A strong technical background combined with a sales or customer orientation, including the ability to build business cases for expansion. - Familiarity or strong interest in performance monitoring and observability tools spanning infrastructure, application, web or mobile, and user experience. - Working knowledge of modern IT environments such as AWS, Azure, or GCP, Kubernetes, and SRE practices, plus foundational coding or scripting ability. - Ability to design and execute customer-facing project plans and technical roadmaps, with strong organizational and documentation discipline. - Fluent written and spoken English.

Nice to have

- Exposure to AI-first observability use cases and emerging tooling around AI-assisted engineering workflows. - Background working alongside product, engineering, or data teams inside a fast-paced SaaS environment.

Benefits and work setup

- Remote-eligible role within a flexible workforce model that supports office-based, hybrid, or fully remote arrangements. - Estimated on-target earnings of approximately $120,000–$150,000 USD, which may include a commission or incentive component. - Benefits typically include healthcare, dental, vision, parental and mental health support, 401(k) with match, flexible time off, 11 paid holidays, and volunteer time off. - Visa sponsorship is not available for this position.