Technical Customer Success Manager

🔥 17 hours ago

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Gruntwork

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🏢 Enterprise

SaaS • Cloud • Enterprise

Gruntwork is a company that specializes in enhancing DevOps workflows and infrastructure management, particularly with AWS and tools like Terraform and Terragrunt. It offers services that help organizations build and maintain day 1 readiness with a focus on scalability, governance, and maintainability. Gruntwork provides battle-tested best practices, setup for AWS multi-account networks, and a library of infrastructure as code (IaC) tools. The company also offers open-source tools and solutions that are designed to improve the velocity and governance of platform teams. By utilizing proven patterns and guidance from leading DevOps experts, Gruntwork supports a wide range of clients, from startups to enterprises, in optimizing their infrastructure deployment and management.

📋 Description

• 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, Shape Customer Success Strategy. • Become a champion of Gruntwork's products: Be a Gruntwork Expert, Champion the Customer to the Company.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.