Technical Success Manager
Posted Updated
Description
- We are seeking a talented and experienced Technical Success Manager for the Americas Customer Success team
- In this role, you will oversee the activities which include helping our Enterprise customers adopt our multiple products and being the customer voice for internal teams which will include Support teams globally, Product managers, R&D teams, Sales, and Marketing
- Own the end-to-end customer journey, driving adoption, value realization, and customer happiness across the JFrog platform
- Partner cross-functionally (Sales, Product, Solutions Engineering, Support, Training) and with customer stakeholders to build and execute Success Plans aligned to business goals and success metrics
- Act as a trusted technical advisor, maintaining deep product and roadmap expertise to guide architecture decisions, best practices, and increased platform adoption
- Engage senior decision-makers, understand industry trends and evolving strategies, develop customer champions, and serve as the voice of the customer internally
- Lead Business Reviews to demonstrate ROI, monitor customer health and usage trends, and support renewals, expansions, and risk mitigation
- Leverage CRM and case management systems (e.g., SFDC, JIRA) with strong analytical and organizational skills to track outcomes, ROI, and customer success metrics
Benefits
- Employee Stock Purchase Plan
- Retirement, wellness and much more!
- Medical, dental & vision
- To work weekends and holidays (on occasion)
- Experience with Continuous Deployment and Delivery tools: Chef, Puppet, Ansible -> a plus
- An uncompromising desire to learn
- Customer-facing experience - including crisis management, priority management inbound, and outbound
- BS or equivalent in Computer Science or Computer Engineering plus 4+ years of experience as a Customer Success Manager or Technical Account Manager for an Enterprise software company
- Customer orientation and excellent interpersonal skills
- Experience with Software Architecture design and product development -> a plus
- Deep understanding of working with dockerized applications (K8s - a plus)
- Experience with supporting products with impact on business/productivity
- Experience with Continuous Integration tools: CI Server, VCS, Artifactory, Jenkins, Ant, Hudson, Maven, Chef, Docker, Gradle, NPM -> a big plus
- 2+ years of experience with Java or another programming language (RubyPython/ Groovy/ GO – a plus)
- Excellent analytical and problem-solving skills
- Experience with supporting international enterprise customers
- Excellent English verbal and written communication skills