BA/BS in Computer Science or related field, or equivalent experience
5+ years in Customer Success, Account Management, or similar roles
Strong understanding of DevOps and application monitoring
Experience with complex, multi-geographical clients
Impressive executive presence and effective communication skills
Ability to work across diverse teams and departments
Self-motivated with a strong personal drive
Passionate about technology in a fast-paced SaaS environment
Responsibilities
Become a Sentry product expert to meet customer needs
Drive effective onboarding and customer retention
Collaborate with stakeholders to achieve business and technical objectives
Act as a strategic advisor for customers to maximize success
Partner with sales to identify opportunities for expansion
Advocate for customers by communicating needs and prioritizing product improvements
Benefits
Opportunity to work in a fast-growing SaaS company
Engagement with a variety of industries
Collaborative, cross-functional team environment
Chance to impact customer success directly
Exposure to a range of technologies and tools
Full Job Description
About the role:
Sentry is expanding our Technical Customer Success team to support our growing customer base and drive deeper adoption of the Sentry Platform worldwide. As a Technical Customer Success Manager (TCSM), you'll be a Sentry product expert responsible for ensuring customers are successfully onboarded, achieve maximum value from our platform, and uncover new opportunities for growth through additional use cases and products.
You'll play a key role in helping customers realize measurable outcomes with Sentry. In this highly cross-functional role, you'll collaborate closely with Account Executives (AEs), Sales Engineers (SEs), and Engineering teams to ensure customers' technical and business goals are met.
This role requires strong technical expertise and a deep understanding of the Software Development Life Cycle (SDLC) and related technologies. If you're a technologist with experience supporting technical products in customer-facing roles-and you're eager to join a fast-growing team delivering real value through an exceptional product-we'd love to meet you.
In this role you will:
Become a Sentry product expert and support customers by understanding their needs and helping them achieve their goals using the Sentry Platform.
Drive customer success and health through effective onboarding, adoption, value realization, and retention.
Collaborate with customer key stakeholders to define business and technical objectives, and work with the customer team to achieve them.
Act as a trusted, strategic advisor to each assigned customer-driving best practices, innovation, and long-term success.
Partner closely with the sales team to identify and drive expansions and new opportunities that result from customer success.
Advocate for customers internally, clearly communicate customer needs and help prioritize improvements that enhance customer experience and product adoption.
You'll love this job if you:
Enjoy talking about technology and interfacing with engineers and engineering leaders
Are looking to make an impact in the life of our customers through helping them achieve their technical and business goals
Appreciate working on a variety of projects with customers from lots of different industries
Like being "in the middle of it all", working across the organization to move the product forward
Have a fast-paced, results-driven mindset
Love developer tools, open-source, and/or all things software development life cycle!
Qualifications
This is a technical role combined with business skills. You have to have strong technical background to be successful in this role
BA/BS degree in CS or Computer Engineering-related field or equivalent experience is mandatory
5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
Strong industry experience and technical understanding related to Devs, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms
Experience in working with complex, multi-divisional, multi-geographical customers
Impressive executive presence and communication abilities
Experience working with cross-functional teams (e.g. Sales, Product, Marketing, ProServices)
You're driven; no one needs to push you to excel; it's just who you are
Passion for technology and being a part of a fast-growing SaaS company
Bonus qualifications
Past experience as a developer/devops
Extensive knowledge in application monitoring, Logs, Metrics, Traces
