Gruntwork

Gruntwork

Technical Customer Success Manager

USA

Sponsorship not specifiedDetected 71 days ago
SQLAWSGCPAzureCloud PlatformsDevOpsProject ManagementCRMAccount ManagementCustomer SuccessLeadershipCommunicationProblem Solving

About the role

  • 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.

Responsibilities

  • 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.
  • 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.
  • Own the renewals process.
  • Partner with Sales to drive expansion opportunities and drive net retention.

Requirements

  • 6+ years of experience in customer success, account management, or technical consulting, with a proven track record of managing enterprise-level accounts in a SaaS or infrastructure-focused company.
  • Technical Expertise: Strong understanding of cloud infrastructure (AWS, Azure, GCP), DevOps practices, and infrastructure-as-code (IaC) tools like Terraform.
  • Startup Compatible, Hands-On Attitude: Proven ability to roll up your sleeves and get your hands dirty, we want someone with a bias for action.
  • Gruntwork is a small team, and for now we're a customer success department of one. You'll be both strategic and operational -- on any given day being both customer facing and running internal projects. To be successful, expect to wear many hats and to bring:
  • Strategic Mindset: Ability to think strategically, identify growth opportunities, and develop long-term customer success plans.
  • Exceptional Communication Skills: Excellence in building trust and rapport with executive stakeholders and technical leaders both internally and externally.
  • Project Management Skills: Ability to define requirements to either improve internal success SOPs or operational capabilities, or for external PoCs/trials with customers.
  • Problem-Solving Skills: A proactive and solutions-oriented approach to addressing complex customer challenges.
  • Detail Orientation: Consistent focus on the small things that can make a difference either to the customer, or in our internal processes.
  • (Bonus) SQL Skills: Work with the team to use the data at our disposal and make it useful for customer success.
  • Commission-Based OTE: The more customers love Gruntwork, the more you'll be rewarded.
  • Growth: Work in a fast-growing company with opportunities for professional development and career advancement.

Nice to have

  • Based on company performance.

Skills

  • A proactive and solutions-oriented approach to addressing complex customer challenges.
  • Project Management
  • Problem-Solving
  • Data-Driven Approach: Comfortable using data to track customer health, measure success, and inform strategic decisions.
  • (Bonus) SQL
  • True Work-Life Balance: 100% remote work in a high-trust environment (US & Canada time zones).
  • Personal Budget: $1,000 USD monthly budget for wellness -- workspace, health, and learning.
  • Profit-Sharing Bonus: Based on company performance.
  • Opportunity to Shape DevOps: Work alongside industry thought leaders to define the future of DevOps.
  • After you apply for this role, here's the process we'll go through to evaluate a mutual fit:

Compensation

  • Create and manage a Customer Advisory Board: Facilitate the creation of a semi-annual CAB with our top customers.

Benefits

  • Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers.
  • Comfortable using data to track customer health, measure success, and inform strategic decisions.
  • Competitive base salary, performance-based bonuses, and above-market equity + progressive equity plan that can double your equity.
  • $1,000 USD monthly budget for wellness -- workspace, health, and learning.

Company info

  • Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap.
  • Gruntwork is a small team, and for now we're a customer success department of one.
  • You'll be both strategic and operational -- on any given day being both customer facing and running internal projects.
  • 1:1 resourcing from Marketing, Sales, and Solutions Engineering teams.
  • To be successful, expect to wear many hats and to bring:
  • Exceptional Communication
  • On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value
  • Work in a fast-growing company with opportunities for professional development and career advancement.
  • No investors, no debt. We control our own destiny and are focused on building a company that customers love.
  • 100% remote. We've been 100% remote from day 1, however we're all in USA time zones and regularly collaborate together.
  • In-person meetups every few months. We meet in person every ~4 months in a beautiful location to foster close relationships among our team.
  • Transparent financials. We share our full financials every month with every member of the company.
Apply directly at Gruntwork →Create a free account for alerts like thisView Gruntwork immigration profile

This listing is sourced directly from Gruntwork's careers page and normalized into a canonical job model.