Manager, Technical Success

Role overview Lead a team of Technical Success Architects in a player-coach capacity, combining people leadership with senior technical advisory work across the full customer lifecycle. The role blends solution engineering, technical consulting, post-sales delivery leadership, and partner management to drive customer growth, adoption, retention, and long-term success, while partnering closely with Sales, Customer Success, Product, and Partners.

Responsibilities - Lead, coach, and develop Technical Success Architects, including hiring, onboarding, performance management, and professional growth. - Establish best practices, playbooks, and operational processes, and hold the team accountable for customer outcomes, delivery quality, and technical excellence. - Act as a senior Solution Engineer on strategic opportunities, leading technical discovery, solution workshops, demonstrations, and executive presentations. - Translate customer requirements into scalable solution designs and articulate business value, implementation approaches, and expected outcomes. - Oversee technical onboarding, implementation, adoption, and optimization services, and serve as a senior technical advisor on strategic and high-risk accounts. - Develop and manage relationships with implementation and delivery partners, ensuring quality standards and acting as an escalation point. - Monitor team performance, capacity, utilization, and customer outcomes, and identify opportunities to improve efficiency, scalability, and customer experience.

Requirements - Proven experience leading customer-facing technical teams within a SaaS environment. - Strong background in Solution Engineering, Sales Engineering, Technical Consulting, or Solution Architecture. - Experience supporting enterprise sales cycles and leading customer-facing technical discussions. - Experience managing post-sales technical delivery, professional services, onboarding, or implementation teams. - Experience managing external delivery and implementation partners. - Strong commercial awareness with the ability to balance customer needs, business objectives, and delivery efficiency. - Excellent communication and stakeholder management skills, comfortable engaging both technical and executive audiences.

Nice to have - Track record of measurable customer adoption, value realization, and retention outcomes. - Demonstrated contribution to renewal and expansion opportunities.

Benefits and work setup - Success is measured across customer adoption and value realization, customer satisfaction and retention, renewal and expansion contribution, delivery quality and operational efficiency, TSA team performance, partner scalability, and reduction in technical risk and escalations.