Strong technical background with business acumen required
BA/BS in Computer Science or similar field, or equivalent experience
5+ years in Customer Success, Account Management, or similar roles
Deep understanding of DevOps and cloud-native application infrastructures
Experience working with complex, multi-geographical clients
Excellent communication and executive presence
Familiarity with cross-functional team collaboration
Responsibilities
Become an expert in the Sentry platform to support customer needs
Drive onboarding and adoption to enhance customer success
Collaborate with stakeholders to define and achieve objectives
Serve as a strategic advisor promoting best practices and innovation
Work with sales on identifying growth opportunities
Advocate for customer insights to drive product improvements
Benefits
Hybrid work model promoting collaboration
Opportunity to work with diverse industries
Be part of a fast-growing SaaS technology company
Engage in impactful projects that improve customer experiences
Inclusive company culture with a commitment to diversity
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
