Senior Technical Success Manager

STN Incorporated

. Serve as a primary operational point of contact for assigned managed-services customers.

Posted 10/15/2026full-timeRemote • United StatesSenior💰 $100,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer relationships, technical account management, and operational oversight within managed services. Proficient in coordinating technical projects, analyzing service metrics, and facilitating effective communication across diverse stakeholders.

Highest-signal resume keywords

Customer Relationship ManagementTechnical Account ManagementOperational Knowledge of Networks and Cloud ServicesExperience with Jira and ConfluenceITIL 4 Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Metrics AnalysisTechnical Project CoordinationRoot-Cause AnalysisContract Renewal ManagementAsset Lifecycle Planning

Soft Skills

Strong Written CommunicationMeeting FacilitationOrganizational SkillsSound JudgmentFollow-Through Skills

Tools & Technologies

STN OneSalesforceNetSuiteTicketing SystemsMonitoring Tools

Certifications & Qualifications

ITIL 4 FoundationMicrosoft FundamentalsCompTIACAPMProject+

Industry Keywords

Managed Service ProviderCustomer SuccessCybersecurityDisaster RecoveryCompliance-Sensitive Customers

Tech Stack

Tools & technologies

CloudCyber Security

About the role

Key responsibilities & impact

Serve as a primary operational point of contact for assigned managed-services customers.
Build and maintain relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders.
Maintain customer account knowledge covering business operations, technology environments, stakeholders, agreements, support history, initiatives, asset lifecycles, and contractual obligations.
Coordinate and attend weekly, monthly, quarterly, executive, service-review, and technology-planning meetings.
Prepare agendas, facilitate meetings, document decisions and actions, distribute notes, and track commitments through completion.
Review tickets, escalations, recurring incidents, service metrics, SLA performance, backlogs, and customer-impacting trends.
Coordinate with Managed Services Operations and technical teams to advance stalled tickets and ensure accurate customer updates.
Identify patterns requiring root-cause analysis, remediation, training, lifecycle replacement, or project work.
Maintain visibility into customer infrastructure, including servers, cloud, virtualization, storage, networks, cybersecurity, backup, disaster recovery, and connectivity.
Track asset warranties, leases, vendor support, end-of-sale, end-of-support, and end-of-life information.
Maintain rolling 12-, 18-, or 24-month technology lifecycle forecasts.
Manage renewal calendars for managed services, licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and third-party services.
Coordinate renewal readiness, quotes, approvals, signatures, purchase orders, provisioning, billing updates, and system documentation.
Maintain visibility into projects, upgrades, remediations, onboarding activities, and operational initiatives.
Coordinate customer decisions, approvals, access, scheduling, dependencies, and light operational initiatives.
Identify improvement opportunities and create or initiate opportunity records for structured handoff to Sales.
Support discovery while avoiding unapproved pricing, negotiations, discounts, or closing responsibilities.
Follow technical, service, executive, contractual, security, and sales escalation paths.
Support post-incident follow-up and lessons-learned activities.
Maintain account-success plans and current stakeholder, environment, contract, lifecycle, renewal, initiative, risk, and escalation records.
Conduct recurring internal account reviews and provide leadership with visibility into account health, renewals, lifecycle exposure, commitments, escalations, and commercial handoffs.
Use STN One, Jira, Confluence, ticketing, Salesforce, NetSuite, monitoring, and other approved platforms.
Support customer onboarding, transitions, offboarding, and material environment changes.

Requirements

What you’ll need

Four or more years of experience in an MSP, IT service-delivery, technical account-management, customer success, or comparable customer-facing technical role.
At least two years managing customer relationships, escalations, recurring reviews, or an assigned account portfolio.
Operational working knowledge of networks, servers, cloud services, cybersecurity, monitoring, backup, and disaster recovery.
Experience reviewing support tickets, service metrics, customer escalations, and recurring issue trends.
Experience coordinating technical projects, upgrades, remediation activities, or customer initiatives.
Experience using a PSA, CRM, ticketing system, documentation platform, project system, asset platform, or monitoring portal.
Ability to interpret service descriptions, contract dates, licensing quantities, warranties, and renewal requirements.
Strong written communication, meeting facilitation, organization, documentation, and follow-through skills.
Ability to communicate credibly with customer executives, business contacts, and technical teams.
Sound judgment regarding when to involve Service Delivery, Engineering, Security, PMO, Sales, Finance, Procurement, Legal, or leadership.
Direct Managed Service Provider employment experience (preferred).
Experience leading monthly service reviews, QBRs, executive reviews, or technology-planning meetings (preferred).
Experience with contract renewals, software licensing, hardware warranties, leases, or vendor services (preferred).
Experience developing asset or technology lifecycle plans (preferred).
Experience with Atlassian Jira and Confluence, a customer portal, PSA, CRM, RMM or monitoring tools, and IT documentation platforms (preferred).
ITIL 4 Foundation, Microsoft Fundamentals, CompTIA, CAPM, Project+, or similar relevant certification (preferred).
Experience working with regulated or compliance-sensitive customers (preferred).
Regular use of video conferencing, collaboration tools, ticketing systems, dashboards, and customer portals.
Ability to participate in meetings across supported customer time zones.
Periodic customer, company, or vendor travel as required by account needs.
Occasional participation in urgent customer escalations outside the normal meeting schedule.
Candidates must be U.S. Citizens or Permanent Residents.
Must be authorized to work in the United States on a full-time basis.
Successful completion of a background check and reference verification.

Benefits

Comp & perks

Health Coverage – Medical, Dental & Vision
FSA Health and Dependent Care available
401(k) Plan
Unlimited Paid Time Off (PTO)
Observed Holidays Paid
Cell Phone Allowance
Collaborative, growth-driven culture