Sr. Manager, Technical Customer Success
- Compensation
- Not disclosed
- Location
- Austin, TX
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Customer success
- Posted
Skills
Must have
- ● 7+ years in a technical, customer-facing role. CSM, TAM, Solutions Engineer, or something similar at a SaaS company. You know what good looks like in this work because you have done it.
- ● 3+ years managing technical, customer-facing teams. You have hired people, developed them, had hard conversations, and helped them get better.
- ● A solid technical foundation in DevOps, platform engineering, and cloud-native environments: CI/CD, Kubernetes, Infrastructure as Code, and cloud providers. You do not need to be an engineer, but yo
- ● Experience building programs that actually work in practice: onboarding frameworks, success playbooks, escalation paths, business review structures. Not just the slide deck version.
- ● A data-driven approach to running your team. You define the right metrics, you look at them regularly, and you let the data inform what you do next.
- ● Strong commercial instincts. You understand how retention and expansion work in enterprise SaaS, and you help your team think about the business side without losing the customer relationship.
- ● Strong communication skills at every level. You can go deep with a platform engineer and then walk into a room full of executives and make it land.
- ● Curiosity about where developer tooling and AI are heading. You do not need deep expertise on day one, but you should be someone who pays attention and wants to learn.
Nice to have
- ● Experience with internal developer portals, platform engineering tools, or developer experience products
- ● Familiarity with AI-assisted engineering workflows or developer productivity tooling
- ● Experience building a team from scratch, or inheriting one and significantly raising its performance
- Why Port
- ● Competitive salary, equity, and full benefits
- ● Hybrid schedule: in office Tuesday, Wednesday, and Thursday in Austin, TX or Boston, MA
- ● A product that engineers actually want to use. That makes your team's job meaningfully easier.
- ● A leadership team that treats customer success as a strategic priority, not an afterthought
- ● A real opportunity to set the standard for technical customer success at a company growing fast and taking the function seriously
Full description
Port is the Agentic SDLC Platform. The way engineering teams build software is constantly evolving, and every new wave of AI operating across the SDLC makes engineering more powerful, but also more complex and chaotic.
Port turns that chaos into control: one platform to build, govern, and operate the software development lifecycle, so every team can move as fast as technology allows.
Following our $100M Series C, we are in an exciting stage of significant growth and expansion. As a product-led company, we believe the recipe for success is a world-class product that speaks for itself.
About the Role
We are looking for a Senior Manager, Technical Customer Success. In this role, you will own how the team performs, grows, and operates, reporting directly to the VP of Customer Experience. We have 8 Technical Customer Success Managers working with enterprise and mid-market engineering organizations across the US. They are sharp, technically credible, and do work with customers who have high expectations. Now we need someone to make the whole team better.
We are building toward a team of 12, and you will be central to making that growth work. This is not a job for someone who manages from a distance. You will know your team's accounts. You will coach people through difficult conversations and complicated situations. You will step in when something needs senior judgment. And you will spend quality time thinking about the bigger picture: where risks are building across the portfolio, what is slowing the team down, and how to build programs and processes that hold up as we scale. We are looking for someone with strong technical instincts, experience leading customer-facing teams, and a commercial mindset. Someone who genuinely cares about developing the people around them. If that sounds like you, keep reading.
What You Will Do People Leadership
● Manage and develop a team of 8 TSMs, with direct responsibility for their performance, growth, and day-to-day experience at work
● Build a team culture where high standards and real care for customers go hand in hand
● Recruit thoughtfully as the team grows toward 12, and set new people up to succeed quickly
● Create career paths. The best TSMs should want to stay and grow at Port.
Strategy and Operations
● Build and continuously improve the playbooks your team runs every day: onboarding, adoption, business reviews, renewals, and expansion
● Define the metrics that tell you how healthy the team and the portfolio really are, and use them to make good decisions
● Find the patterns emerging across accounts and build programs that address them before they become problems