Gruntwork
DevOps
TechnicalCustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Technical Customer Success Manager at Gruntwork. Skills: Technical Customer Success Management, Enterprise Account Management, DevOps and Cloud Infrastructure Expertise. Own Post-Sales Customer Relationships. Own the Customer Lifecycle”
What You'll Achieve.
ensure the success of our most strategic customers; drive the next phase of our growth; drive net retention; deliver measurable outcomes using Gruntwork’s platform; ensure long-term partnership growth; prevent churn and ensure long-term success for our platform and legacy customers; help customers see value, or upsell/cross-sell to products that can provide additional value; prioritize fixes and influence the roadmap
Industry & Context.
A proactive and solutions-oriented approach to addressing complex customer challenges; Loves a challenge. You thrive in high-stakes environments and are motivated by solving complex problems.
100% remote work in a high-trust environment (US & Canada time zones), Regular In-Person Meetups: Team gatherings in beautiful locations (Mexico City is up next!)
What They're Looking For.
Must Have
6+ years of experience in customer success, account management, or technical consulting, proven track record of managing enterprise-level accounts in a SaaS or infrastructure-focused company, Strategic Mindset, Exceptional Communication Skills, Project Management Skills, Problem-Solving Skills, Technical Expertise, Detail Orientation, Data-Driven Approach, Startup Compatible, Hands-On Attitude
Nice to Have
SQL Skills
What You'll Do.
Own Post-Sales Customer Relationships
Own the Customer Lifecycle
Act as the primary point of contact for strategic accounts
ensure their success from onboarding to adoption
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
and deliver measurable outcomes using Gruntwork’s platform
Build Strategic Relationships
Develop trusted relationships with CTOs
understand their goals and align Gruntwork’s solutions to their needs
leading strategic executive business reviews (EBRs/QBRs/CABs)
Create and manage a Customer Advisory Board
Proactively monitor customer health
and develop action plans to prevent churn and ensure long-term success
Shape Customer Success Strategy
Contribute to the evolution of Gruntwork’s customer success programs
Become a Champion of Gruntwork's Products
Be a Gruntwork Expert
understand how each of Gruntwork's products provides value to customers
use that knowledge to help customers see 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
How You'll Work.
Team & Collaboration
Partner with Sales to drive expansion opportunities; Bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap; Work with the team to use the data at our disposal and make it useful for customer success; Full Company Support: 1: 1 resourcing from Marketing, Sales, and Solutions Engineering teams; You'll join a close-knit, high-performing team; regularly collaborate together
Communication Scope
Excellence in building trust and rapport with executive stakeholders and technical leaders both internally and externally
Process & Methodology
Ability to define requirements to either improve internal success SOPs or operational capabilities, or for external PoCs/trials with customers
Full Job Description
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
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