Senior Customer Success Manager
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Job Description
Senior Customer Success Manager at Cortex, leading customer relationships and driving strategic outcomes. Ensure customer success through expert technical guidance and relationship management.
Responsibilities:
- Own the customer journey post-sale, leading onboarding, adoption, success, and renewal efforts across your book of strategic enterprise accounts.
- Drive value realization by helping customers align Cortex to their engineering excellence, operational efficiency, and platform modernization initiatives.
- Serve as a technical advisor by developing a deep understanding of the Cortex platform, SDLC best practices, cloud-native environments, and DevOps/Platform Engineering domains.
- Lead high-stakes conversations with executives during business reviews, expansion discussions, and renewal negotiations — tying product adoption to measurable business impact.
- Identify risks and opportunities early, and create structured action plans to drive customer health, mitigate churn, and accelerate growth.
- Advocate internally for your customers by partnering closely with Cortex Product, Engineering, and Sales teams, influencing product roadmap and strategy based on customer feedback.
- Continuously raise the bar for how Cortex drives technical adoption, customer outcomes, and operational excellence.
- Contribute to the evolution of our Customer Success motion — bringing ideas, feedback, and process improvements to help us scale a world-class CS organization.
- Travel expectation of up to 30%
Requirements:
- 5+ years of experience in Customer Success, Solutions Engineering, or similar customer-facing roles in SaaS, with a strong preference for backgrounds in developer tools, infrastructure, platform engineering, or cloud-native technologies.
- Proven success managing large, complex enterprise accounts with a track record of driving adoption, value realization, and renewal/expansion.
- Ability to converse fluently with technical users (engineering managers, SREs, platform teams) and speak to strategic outcomes with executives (VP Eng, CTOs).
- Deep understanding of modern software development lifecycle (SDLC) practices, DevOps, cloud infrastructure (AWS, GCP, Azure), and internal platform models.
- Strong business acumen — comfortable framing technical work in terms of business impact, ROI, and strategic initiatives.
- High bias toward action, ownership mentality, and comfort operating in fast-moving, high-accountability environments.
- Outstanding communication skills — clear, confident, consultative, and empathetic.
Benefits:
- Competitive salary and equity
- National medical, dental & vision insurance (we cover 100%!)
- Fully covered life insurance
- $400 monthly perks stipend
- $1,000 yearly Learning & Development stipend
- 401k plan
- Pet Insurance
- Unlimited PTO
- Remote & flexible working hours
- Gender-neutral parental leave
- All-Company Retreats (previously San Diego, Miami, NYC, and Austin)
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