Senior Customer Success Manager

Firefly

. Own the full relationship for a portfolio of the largest US accounts .

Posted 9/28/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing strategic accounts and driving customer success through relationship building, technical knowledge, and effective communication. Proficient in utilizing cloud infrastructure, infrastructure-as-code tools, and CI/CD methodologies to enhance product adoption and account growth.

Highest-signal resume keywords

Customer Success ManagementTechnical Account ManagementTerraform ProficiencyCloud Platform FamiliarityExecutive Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementTechnical Account ManagementProduct AdoptionAccount GrowthInfrastructure-as-CodeCloud SecurityCI/CD PipelinesGit-based WorkflowsDisaster RecoveryBusiness Continuity

Soft Skills

Relationship BuildingCommunicationInfluencingProblem SolvingPresentation Skills

Tools & Technologies

TerraformAWSAzureGCPCRM Software

Industry Keywords

B2B SaaSEnterprise AccountsStrategic AccountsSecurity OutcomesCompliance Frameworks

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformTerraform

About the role

Key responsibilities & impact

Own the full relationship for a portfolio of the largest US accounts
Build relationships with engineers, senior leadership, operational, security, and executive stakeholders
Own customer needs end to end across technical, commercial, and relational matters
Lead customer onboarding with structured milestones and an early win
Run regular business reviews with a clear value story
Engage economic buyers, including CISOs, CTOs, and board-level stakeholders
Travel for in-person meetings as needed
Maintain strategic account plans covering customer goals, stakeholders, adoption priorities, risks, and expansion opportunities
Act as the voice of the customer internally with Product, Engineering, Support, and Sales
Work with DevOps, SRE, Platform Engineering, and security teams using Terraform, cloud infrastructure, and CI/CD pipelines
Lead training sessions and explain infrastructure-as-code, cloud drift, recovery time objectives, and recovery posture
Serve as the first point of contact for technical questions and partner with engineering on deeper issues
Own retention and expansion, including GRR, NRR, and renewal performance
Monitor account health and drive recovery plans for at-risk accounts
Build expansion business cases grounded in measurable business outcomes
Partner with Sales on commercial terms and expansion conversations
Maintain accurate CRM data, health indicators, and renewal forecasts

Requirements

What you’ll need

3-5+ years of experience in a Customer Success, Technical Account Management, or similar customer-facing role at a technical B2B SaaS company
Track record of working directly with highly technical customers and owning enterprise or strategic accounts
Proven track record driving product adoption, managing complex accounts, and leading cross-functional programs
Strong track record building relationships with senior stakeholders and driving renewals and account growth
Working knowledge of Terraform or another major infrastructure-as-code tool
Comfort with at least one major cloud platform (AWS, Azure, or GCP) at a conceptual level
Familiarity with CI/CD pipelines and Git-based workflows
Technical depth to resolve common customer questions independently, with judgment on when to escalate
Strong understanding of cloud security and resilience programs, modern security org structures, and value-driven success methodologies
Excellent written and verbal communication, comfortable moving between engineering and executive audiences, with strong executive presentation skills
Comfortable working in fast-paced environments and influencing customer and internal priorities
Ability to connect technical capabilities to business impact, security outcomes, and ROI
Bonus: familiarity with disaster recovery, business continuity, or compliance frameworks (SOC 2, ISO, DORA, NIS2)

Benefits

Comp & perks

Fully remote work arrangement
Travel for in-person meetings as needed