The Technical Customer Success Manager (TCSM) owns post sales customer relationships, outcomes and processes end to end, ensuring onboarding, adoption, and long-term value for assigned accounts. Acting as a trusted technical advisor, the TCSM partners closely with customers and is responsible for their successful onboarding, adoption, and long-term value realisation. This role bridges customer needs with internal teams, driving retention, renewals, and expansion while proactively identifying and mitigating technical and business risks. The TCSM collaborates cross-functionally with Solutions Engineering, Service Operations, Product, Engineering, and Sales to deliver exceptional customer outcomes throughout the customer lifecycle.
YOUR RESPONSIBILITIES
- Serve as the primary post-sales technical and strategic point of contact for assigned customers
- Lead structured onboarding plans, coordinating with cross-functional stakeholders throughout
- Facilitate regular customer engagements including health check-ins, QBRs and executive level reviews
- Develop, manage, and track customer success plans aligned to customer business objectives and measurable outcomes
- Build and maintain a deep understanding of customer technical environments, architectures and use cases
- Drive product adoption, usage, and time-to-value, tracking success against defined KPIs
- Collect and synthesise customer feedback, advocating for customer needs and informing product, roadmap and process improvements
- Identify churn risks and lead retention efforts
- Own the renewal process and proactively identify expansion and upsell opportunities in partnership with the wider Commercial Team
- Initiate the offboarding process when required, ensuring a professional and structured exit experience
- Act as the first point of technical escalation for customer issues
- Translate customer challenges into clear, actionable technical tickets with appropriate context and priority
- Collaborate closely with Service Operations, Product, and Engineering to drive timely issue resolution of technical and operational challenges
- Proactively identify technical risks or blockers that could impact customer outcomes and communicate them to relevant internal teams
- Maintain accurate customer documentation, success metrics and engagement history to support forecasting and planning
YOUR EXPERIENCE
- Experience in a post sales, customer success or technical consulting role
- Customer focused with a passion for helping clients succeed
- Analytical thinker who can turn data into actionable insights
- Self-starter who thrives in a fast paced, collaborative environment
- Understanding of data centre infrastructure and / or cloud technologies
- Ability to analyse complex problems and develop creative solutions to address customer requirements
- Proactive, relationship oriented and commercially aware
- Understanding of sales processes, client engagement and the ability to articulate the business value of technical solutions
- Gross Revenue Retention (GRR) / Net Revenue Retention (NRR)
- Customer churn rate / Renewal rate
- Expansion Revenue Influenced
- Time-to-value
- QBR Coverage
- Product Feedback Adoption
The ideal candidate is a technically strong, customer focused professional who thrives at the intersection of technology, customer success and business outcomes. Along with being comfortable owning post sales technical relationships end to end, from onboarding through renewal, whilst excelling at translating complex customer needs into clear, actionable outcomes.
It’s imperative that The TCSM is proactive, commercially aware and collaborative by nature, whilst possessing the ability to build trusted advisor relationships while effectively navigating cross functional teams in a fast moving startup environment.
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