Role Summary
Ciroos is hiring a Technical Customer Success / Customer Program Manager to own the customer program from onboarding through adoption - connecting the dots across the customer, Forward Deployed Engineering (FDE), Product, and Engineering. This is a role for someone who knows how to drive: you'll know what needs to happen, who owns it, what's blocked, what needs to be prioritized, and what comes next to keep the customer moving forward. You'll be the person making sure things don't fall through the cracks.
You need enough technical depth to be comfortable working with SRE, observability, cloud, infrastructure, integrations, and enterprise IT teams - but you are not expected to be the FDE building everything yourself. Your job is to make the entire program move.
What You'll Do
Program Ownership & Cross-Functional Orchestration
• Own the customer program end-to-end from onboarding through adoption, tracking what needs to happen, who owns it, what's blocked, and what to prioritize next.
• Drive accountability across teams: when Engineering owes something, you drive it to closure; when Product needs to make a decision, you get it in front of them; when priorities compete, you help create clarity.
• Coordinate complex, multi-stakeholder technical deliverables to a clean finish - for example, driving an enterprise security questionnaire (such as a Splunk-integration review covering data retention, permissions, token encryption, and incident response) from a draft with open "pending engineering confirmation" items to a fully-owned, sign-off-ready response, assigning clear owners and chasing each item to closure.
• Maintain a single source of truth on program status - open items, owners, and dates - so nothing depends on memory or gets lost between Slack threads, docs, and meetings.
Customer Relationship & Value Delivery
• Build strong relationships with customers, understand what success looks like for them, and keep them engaged throughout onboarding and adoption.
• When the customer is waiting, make sure they always know exactly where things stand - proactive, clear, and specific status, not "checking on it."
• Make sure Ciroos is delivering measurable value against what the customer actually cares about, not just what was scoped at kickoff.
Technical Fluency & Escalation Support
• Engage credibly with customer SRE, observability, cloud/infrastructure, security, and enterprise IT stakeholders - understanding enough of the technical substance (integrations, permissions, data handling, deployment mechanics) to keep a conversation moving without needing to build the solution yourself.
• Partner with FDE and Engineering on technical questions, security/compliance reviews, and integration asks that surface mid-program, translating between customer language and internal owners in both directions.
• Flag risk early - a stalled dependency, an unanswered question, an unclear owner - before it becomes a customer-visible problem.
What We're Looking For
• Experience leading complex enterprise customer programs - technical customer success, customer/program/project management, TAM, or solutions delivery - with a track record of driving multi-team initiatives to completion.
• A natural "what's next, who owns it, and when will it be done" operator: organized, persistent, and comfortable creating structure in a fast-moving startup environment without waiting to be told.
• Enough technical curiosity and depth to be comfortable in conversations spanning SRE, observability, cloud platforms (AWS/Azure/GCP), Kubernetes, integrations (e.g., Splunk, Datadog, ServiceNow), and enterprise security/compliance reviews.
• Excellent written and verbal communication - able to represent status clearly to customers and internally, and to get concise, unambiguous commitments out of Engineering and Product.
• Customer-focused and relationship-driven, with the judgment to balance advocating for the customer with realistic internal prioritization.
Nice to Have
• Experience managing programs for large enterprise or Fortune 500 customers, where multiple stakeholders (security, IT, SRE, procurement, legal) and layers of internal approval are the norm, not the exception.
• Background working alongside SRE, DevOps, or observability teams, or prior experience in a Forward Deployed Engineering, solutions engineering, or technical account management function.
• Experience at an early-stage startup, including comfort with ambiguity and building process rather than inheriting it.
• Familiarity with ITSM and collaboration tooling (ServiceNow, Slack, Jira/Linear) used to run customer programs day to day.
What Success Looks Like (First 6 Months)
• Every active customer program has a clear, current picture of status, owners, and next steps - available at any moment without a scramble.
• Cross-functional blockers get resolved in days, not weeks, because you know exactly who to go to and how to get a decision made.
• Customers describe you as their go-to point of contact - someone who keeps them informed and consistently follows through.
• Complex technical deliverables that touch multiple teams (security reviews, integration sign-offs, onboarding milestones) close out cleanly, with nothing left pending indefinitely.
• You've built lightweight process - trackers, templates, cadences - that make the next customer program easier to run than the last.
