Senior Customer Success Manager, Strategic Technical Accounts

About the role:

Were looking for a high-agency customer-obsessed Senior Customer Success Manager Strategic Technical Accounts to own and grow a portfolio of key strategic this role you will serve as the orchestrator and owner of the customer relationship connecting the dots across customer conversations technical initiatives business priorities product usage commercial considerations and internal resources to ensure customers successfully deploy adopt expand and realize measurable value from DuploCloud. You will bring structure to ambiguity lead complex customer programs involving multiple technical and business stakeholders identify risks and opportunities and create momentum by ensuring the right problems are addressed and the right people are engaged. This role combines customer success strategic account management program management and technical fluency working closely with Customer Solutions Engineers Technical Delivery Managers Account Management Sales Product Engineering and executive leadership. The ideal candidate thrives in complexity operates with speed judgment and a high degree of ownership and is trusted by both customers and internal teams to figure things out and drive work through to completion.

You will be a strong fit for this role if you have experience

• Owning and managing strategic customer relationships and developing a deep understanding of their business technical environment priorities and desired outcomes.
• Leading complex customer initiatives involving multiple technical and business stakeholders teams dependencies and competing priorities.
• Creating clear plans with defined objectives milestones owners dependencies and timelines to keep initiatives moving forward.
• Connecting the dots across customer conversations technical workstreams product usage business priorities and internal resources to identify what is working what is at risk and what needs to happen next.
• Identifying blockers and risks early developing proactive mitigation plans and escalating when necessary to ensure nothing important falls through the cracks.
• Investigating unclear or complex problems asking the right questions synthesizing incomplete or conflicting information and determining a clear path forward.
• Making sound decisions with imperfect information and knowing when to act independently involve additional expertise or escalate to leadership.
• Building trusted relationships with engineers technical leaders executives and business stakeholders and adapting your communication style to each audience.
• Driving customer adoption retention and expansion by identifying underutilized capabilities growth opportunities and changes in the customers business or technical environment.
• Managing multiple customers and initiatives simultaneously while maintaining strong organization urgency and follow-through.
• Navigating complex organizations and driving work across teams even when you do not have direct authority.
• Taking ownership when something is unclear blocked or moving too slowly and proactively figuring out what needs to happen to create momentum.
• Participating confidently in technical conversations and working effectively with technical teams even when you are not the technical expert.

Qualifications:

• 7 years of experience in Customer Success Strategic Account Management Technical Account Management Solutions Consulting Professional Services Program Management or another related customer-facing role.
• Experience working with technology companies and engineering-led organizations preferably managing complex customers with multiple technical and business stakeholders.
• Demonstrated experience leading complex customer programs deployments transformation initiatives or cross-functional projects with multiple teams and dependencies.
• Strong program and project management skills including the ability to manage multiple concurrent initiatives competing priorities timelines and stakeholders.
• Proven ability to independently identify problems develop solutions and drive execution across organizational boundaries.
• Exceptional problem-solving skills with the ability to bring structure to ambiguity and synthesize incomplete or conflicting information into a clear path forward.
• Experience working with senior technical business and executive stakeholders and leading strategic customer engagements.
• Strong communication organization judgment and relationship-building skills.
• A proactive high-ownership mindset with the ability to operate effectively with minimal supervision in a fast-paced environment.
• Strong commercial instincts and experience partnering on renewals negotiations retention and expansion opportunities.
• Technical fluency and an understanding of cloud infrastructure and modern software development environments; experience with AWS and GCP is preferred.

Compensation Philosophy:

At DuploCloud we recognize the value you bring and our commitment to your success is reflected in a competitive compensation package tailored to your experience location and skills. To further align your incentives with the value you deliver were excited to introduce a commission-based compensation addition to our competitive compensation we offer a comprehensive array of benefits designed to elevate your overall work experience.

Range: $120000.00 - $145000.00 base depending on location and level of experience.

Benefits:

• Remote flexible work options
• Employee assistance program (EAP)
• Medical dental & vision benefits supplement
• Life & supplement life and Critical illness insurance
• Health Savings Account (HSA) Flexible Savings Account (FSA)

Note: DuploCloud Inc. is an Equal Opportunity Employer that does not discriminate on the basis of race color religion gender national origin age military service eligibility veteran status sexual orientation marital status disability or any other protected class. If you have a disability or special need that requires accommodation please contact us at

Pursuant to the San Francisco Fair Chance Ordinance we will consider employment-qualified applicants with arrest and conviction records.

This role has been categorized as a Remote position. Remote employees do not have a permanent corporate office workplace and instead work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States with limited certain cases an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

The pay listed above is specific to California Colorado Connecticut Maryland Nevada New York Rhode Island and Washington. The standard base pay range listed for this role may not be applicable to other locations.

Applicants may be required to sign a confidentiality agreement during the interview process. Applicants who receive job offers from DuploCloud Inc. will be asked to sign a confidentiality agreement intellectual property disclosure customer and employee non-solicitation and non-competition provisions. If you are contacted for a role at DuploCloud Inc. and wish to review a copy of the required documents prior to receiving an offer you may request a copy from your Recruiter.