Technical Customer Success Manager

About this role

ABOUT GRUNTWORK

Gruntwork is on a mission to transform the way DevOps is done. We are globally recognized both for our open-source tools used by thousands of companies from startups to Fortune 500s, and our thought leadership on how DevOps should be done. As a bootstrapped, profitable company with no investors or debt, we control our own destiny and are focused on building a company that customers love.

THE OPPORTUNITY

We're seeking an exceptional Technical Customer Success Manager (TCSM) to ensure the success of our most strategic customers and drive the next phase of our growth. This is a rare opportunity to join a category-defining company at the intersection of DevOps and enterprise infrastructure, where you'll have the autonomy to build deep relationships with Fortune 2000 companies and shape the future of customer success at Gruntwork.

WHAT YOU'LL DO

OWN POST-SALES CUSTOMER RELATIONSHIPS

- Own the Customer Lifecycle: Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal.

- Accountable for Net Retention: Own the renewals process. Partner with Sales to drive expansion opportunities and drive net retention.

- Drive Value Realization: Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s platform.

- Build Strategic Relationships: Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders to understand their goals and align Gruntwork’s solutions to their needs. This includes leading strategic executive business reviews (EBRs/QBRs/CABs) to align on business outcomes, showcase ROI, and ensure long-term partnership growth.

- Create and manage a Customer Advisory Board: Facilitate the creation of a semi-annual CAB with our top customers.

OWN THE SUCCESS FUNCTION BACK OFFICE

- Mitigate Risk: Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers.

- Shape Customer Success Strategy: Contribute to the evolution of Gruntwork’s customer success programs, including onboarding, training, and enablement initiatives.

BECOME A CHAMPION OF GRUNTWORKS' PRODUCTS

- Be a Gruntwork Expert: On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value

- Champion the Customer to the Company: Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap.

WHAT YOU BRING

Gruntwork is a small team, and for now we're a customer success department of one. You'll be both strategic and operational -- on any given day being both customer facing and running internal projects. To be successful, expect to wear many hats and to bring:

- 6+ years of experience in customer success, account management, or technical consulting, with a proven track record of managing enterprise-level accounts in a SaaS or infrastructure-focused company.

- Strategic Mindset: Ability to think strategically, identify growth opportunities, and develop long-term customer success plans.

- Exceptional Communication Skills: Excellence in building trust and rapport with executive stakeholders and technical leaders both internally and externally.

- Project Management Skills: Ability to define requirements to either improve internal success SOPs or operational capabilities, or for external PoCs/trials with customers.

- Problem-Solving Skills: A proactive and solutions-oriented approach to addressing complex customer challenges.

- Technical Expertise: Strong understanding of cloud infrastructure (AWS, Azure, GCP), DevOps practices, and infrastructure-as-code (IaC) tools like Terraform.

- Detail Orientation: Consistent focus on the small things that can make a difference either to the customer, or in our internal processes.

- Data-Driven Approach: Comfortable using data to track customer health, measure success, and inform strategic decisions.

- Startup Compatible, Hands-On Attitude: Proven ability to roll up your sleeves and get your hands dirty, we want someone with a bias for action.

- (Bonus) SQL Skills: Work with the team to use the data at our disposal and make it useful for customer success.

WHY YOU'LL LOVE IT HERE

- Commission-Based OTE: The more customers love Gruntwork, the more you’ll be rewarded.

- Growth: Work in a fast-growing company with opportunities for professional development and career advancement.

- True Work-Life Balance: 100% remote work in a high-trust environment (US & Canada time zones).

- Uncapped Earnings Potential: Competitive base salary, performance-based bonuses, and above-market equity + progressive equity plan that can double your equity.

- Full Company Support: 1:1 resourcing from Marketing, Sales, and Solutions Engineering teams.

- Personal Budget: $1,000 USD monthly budget for wellness -- workspace, health, and learning.

- Regular In-Person Meetups: Team gatherings in beautiful locations (Mexico City is up next!).

- Profit-Sharing Bonus: Based on company performance.

- Opportunity to Shape DevOps: Work alongside industry thought leaders to define the future of DevOps.

WE’RE LOOKING FOR A GRUNT WHO

- Loves making customers happy. You're on a mission to ensure customers are successful and delighted with Gruntwork’s solutions.

- Loves to learn. You're excited about staying at the forefront of DevOps best practices and customer success strategies.

- Loves a challenge. You thrive in high-stakes environments and are motivated by solving complex problems.

- Cares about your fellow humans. You build strong personal connections with customers and colleagues alike.

- Has a passion for DevOps best practices. You're passionate about h

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