The Manager of Technical Success leads a team of Technical Success Architects (TSAs) while acting as a senior technical leader across the customer lifecycle. This player-coach role combines Solution Engineering, technical consulting, post-sales delivery leadership, partner management, and people leadership to support customer growth, adoption, retention, and long-term success.
Working closely with Sales, Customer Success, Product, and Partners, the role is responsible for helping customers realize value from their investment in Zensai while also supporting business growth through strategic pre-sales engagement, solution design, and expansion opportunities.
The successful candidate will bring strong commercial acumen alongside deep technical expertise.
Responsibilities:
Team Leadership
• Lead, coach, and develop a team of Technical Success Architects. • Establish best practices, playbooks, and operational processes.
• Drive accountability for customer outcomes, delivery quality, and technical excellence.
• Support hiring, onboarding, performance management, and professional development.
Pre-Sales & Solution Engineering • Partner with Sales on strategic opportunities, acting as a senior Solution Engineer for complex and enterprise prospects.
• Lead technical discovery sessions, solution workshops, demonstrations, and executive presentations.
• Translate customer requirements into scalable solution designs that align with business objectives.
• Support commercial discussions by articulating business value, implementation approaches, and expected outcomes.
• Contribute to expansion and growth opportunities through trusted technical advisory relationships.
Technical Success & Delivery
• Oversee the delivery of technical onboarding, implementation, adoption, and optimization services.
• Act as a senior technical advisor for strategic customers, high-risk accounts, and executive escalations.
• Partner with Customer Success Managers to drive adoption, value realization, retention, and renewals.
• Support complex technical and commercial discussions throughout the customer lifecycle.
• Ensure customers achieve measurable value from their investment in Zensai.
Partner Management
• Develop and manage relationships with implementation and delivery partners.
• Ensure partner-delivered services meet agreed quality, delivery, and customer satisfaction standards.
• Drive scalable delivery models through effective partner utilization.
• Act as an escalation point for complex technical and delivery challenges.
Commercial & Operational Excellence
• Balance customer outcomes with commercial objectives and delivery efficiency.
• Provide technical guidance on renewal, expansion, and growth opportunities.
• Monitor team performance, capacity, utilization, and customer outcomes. • Identify opportunities to improve efficiency, scalability, and customer experience.
• 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, with the ability to engage both technical and executive audiences.
Success Measures
• Customer adoption and value realization
• Customer satisfaction and retention
• Contribution to renewal and expansion opportunities
• Delivery quality and operational efficiency
• TSA team performance and development
• Effective partner utilization and scalability
• Reduction in technical risk and customer escalations
