Technical Customer Success

• Manage a team driving key technical outcomes, product adoption, and serving as the point of contact for technical and product questions
• Lead Scale and Optimize Engineers in customer best practices, escalations, prescriptive guidance, and technical support
• Measure team effectiveness against Customer Health, feature adoption, Consumption, Reference-ability, and Renewals metrics
• Ensure customers maximize return on investment by implementing and operationalizing Palo Alto Networks solutions
• Attract, hire, retain, and onboard Scale and Optimize Engineers
• Foster collaboration across internal teams and the customer lifecycle
• Work with Product and Engineering managers on feature requests, enhancements, and opportunities to improve the Scale and Optimize team
• Partner with Sales representatives and Renewals managers on opportunities and upsell potential
• Increase customer lifetime value through advocacy and reference-ability
• Engage with customer stakeholders from management through C-level/influencer
• Capture and communicate customer feedback internally
• Assess interactions with top customers, including product performance, usage, and support experience
• Drive continuous operational improvement, quality management, innovation, and accountability

Manager, Customer Success Engineering

• Lead two squads to deliver consistently and sustainably against a clear product roadmap
• Set a high-accountability, high-ownership delivery culture through weekly goal tracking, tech spec reviews, and proactive project visibility
• Partner with product and design to shape roadmap priorities, make tradeoff decisions, and ensure engineering influences what gets built and why
• Engage in technical decisions, read specs, participate in architecture discussions, and guide sound engineering choices
• Attract, grow, and retain strong engineers; manage and uplevel senior individual contributors
• Foster an environment where the team does its best work
• Work cross-functionally with GTM, the AI Platform team, and other partners to identify opportunities, clear blockers, and ship for the business
• Contribute to Vanta’s engineering culture by building scalable processes, norms, and practices
• Lead the squad building Customer Trust products, including Trust Center and Questionnaire products, with 11 engineers
• Drive roadmaps focused on automating inbound customer assessments and enabling customers to project trust transparently

Engineering Manager – Customer Trust

• Serve as the primary customer point of contact and run regular office hours, including dedicated sessions per client
• Bring in engineering and the wider team for deeper answers while owning the customer relationship
• Develop methods, cadence, and communication style for useful customer sessions
• Run virtual trainings and onboarding sessions to help customers realize product value
• Build repeatable enablement formats, walkthroughs, and scalable materials
• Create and maintain user documentation, guides, how-tos, and knowledge base content for ONE
• Keep documentation current and create articles for recurring questions
• Own the customer support queue, including receiving, triaging, and handling access, account, sign-in, data correction, configuration, and how-to requests
• Keep customers informed against response and resolution targets and close the loop on follow-up work
• Reproduce and diagnose genuine product issues and raise well-evidenced bugs or incidents for engineering
• Evaluate customer suggestions, identify patterns, and turn feedback into prioritized feature requests
• Advocate for customer needs and help improvements reach production
• Handle first- and second-line support, escalating code-change or infrastructure work to engineering with diagnosis attached
• Use elevated product access while leaving internal corporate systems to engineering
• Improve customer retention, reduce support volume through training and documentation, and surface product improvements

Customer Success Engineer, Part Time

• Own the health of the Zendesk queue
• Serve as the first point of contact for critical, high-impact escalations
• Participate in the 24/7 on-call rotation, including weekends
• Coach and mentor Customer Success Engineers
• Help close capability gaps through training, hiring, and documentation
• Lead complex technical investigations, including debugging, source code analysis, and root cause analysis
• Drive process improvements, automation, and AI adoption
• Build trusted senior-level relationships with key Enterprise customers
• Partner with Account Management to identify customer risk early
• Feed support data to Product and Engineering
• Evolve support policies as Tyk scales
• Represent Customer Success Engineering in company-wide initiatives

Customer Success Engineer, Pod Lead

• Act as the primary technical resource for largest customers, providing guidance on product deployment, integration, and optimization
• Lead technical onboarding for new strategic customers
• Provide ongoing technical support and troubleshoot enterprise client issues
• Advocate for customer needs within the company
• Align Fingerprint’s roadmap with client priorities and drive broader product adoption
• Capture performance and feature feedback and collaborate with product and engineering teams
• Build relationships with technical and business stakeholders in enterprise accounts
• Monitor and analyze customer health metrics and usage data
• Use visualization tools to identify trends, risks, and opportunities
• Create reports and translate findings into actionable recommendations
• Travel minimally to visit customers on site

Strategic Customer Success Engineer

• Own complex technical troubleshooting from discovery through resolution, including root-cause analysis, testing, implementation, documentation, and follow-through
• Provide clear technical guidance to members through Loom, email, phone, or other suitable channels
• Coordinate with external partners and maintain accountability through resolution
• Administer and support the Accelerator technology environment across GoHighLevel, HubSpot, Asana, and connected systems
• Manage relationships between HubSpot firms, orders, contracts, Asana implementation projects, and Accelerator member accounts
• Complete approved account builds, updates, pauses, reactivations, migrations, and technical closeout tasks
• Troubleshoot workflows, pipelines, calendars, forms, permissions, and settings
• Investigate deliverability, phone/SMS, domains, DNS, integrations, and data issues
• Provide bounded support for related legacy platforms as assigned
• Use AI and approved integration tools to investigate issues, interpret errors, and complete member requests
• Investigate APIs, webhooks, authentication, logs, and field mappings
• Coordinate complex development needs and document results and limitations
• Protect confidential member information
• Document recurring technical processes and knowledge for teammates
• Identify patterns and recommend repeatable fixes, documentation, automation, or product improvements

Solutions Engineer – Customer Success

• Own the end-to-end Technical Support transformation plan, translating strategy into workstreams, milestones, owners, dependencies, success measures, and implementation plans.
• Serve as central program owner across AI and automation, BPO, knowledge management, self-service and deflection, tooling, process optimization, specialization, workforce efficiency, and operating-model initiatives.
• Own strategic BPO relationships, including governance, performance management, capacity planning, service quality, operational reviews, issue resolution, and continuous improvement.
• Partner with Support and regional leaders to develop and operationalize Partner-Led Support and new delivery models with strategic service partners.
• Establish transformation governance, executive updates, decision logs, risk management, dependency tracking, accountability, and executive-level reporting.
• Define and track business cases and measurable impact across productivity, cost-to-serve, case deflection, backlog, resolution times, customer experience, quality, automation, and partner performance.
• Identify operational friction and recurring failure points through Support data and translate insights into process, tooling, automation, knowledge, or organizational improvements.
• Partner with Technical Support, TAM, Public Sector, Engineering, Product, IT, Customer Experience, Finance, Procurement, and other teams on cross-functional execution.
• Help Support leaders implement operating-model changes while maintaining continuity of customer operations and drive adoption and change management.
• Support the Head of Customer Strategy and Operations on cross-CX initiatives and evaluation, decisioning, and implementation of tooling, automation, and AI.

Transformation Manager, Technical Support

• Lead the technical support team, overseeing the case management system, workflows, and escalation process
• Build and refine the tools, techniques, and procedures used to deliver fast, accurate support to internal and external customers
• Partner with Product, Sales, and other internal teams so customer feedback informs product direction and strengthens client and partner relationships
• Manage, build, and develop a customer-focused team of technical support specialists across varying skill levels and responsibilities
• Assess staff technical skills, identify training needs, and develop ongoing programs to close skill gaps
• Establish KPIs for the Customer Support team and monitor individual and team performance to deliver constructive, timely feedback
• Maintain a knowledge base for equipment troubleshooting, maintenance, and repair, including online entries with screenshots and video explaining key software features
• Make sound, timely decisions with limited information, grounded in company best practices
• Partner with Product Management and Engineering to implement tools and features that enable world-class support
• Collaborate cross-functionally with other departments as needed
• Launch the customer support survey, analyze results to identify opportunities to improve customer experience, and present findings to leadership
• Cultivate a team culture that fosters independent problem-solving with a client-first mindset
• Recruit, develop, and build technical talent with the soft skills and technical expertise to deliver world-class customer service
• Maintain best practices across the entire technical support process
• Guide implementation, continuous improvement, and documentation of policies, procedures, and processes for Support systems
• Manage and supervise Customer Support Specialists and Technicians

Aquatic Technical Support Manager

• Own the customer relationship from signed deal through the full post-sales lifecycle
• Build mutual delivery plans defining success, responsibilities, and timelines
• Drive onboarding and launch the product against real customer use cases
• Stay close to customers as product usage grows
• Track account health and run customer check-ins and business reviews
• Identify risks early and involve engineering or founders when needed
• Own renewals and drive expansion across teams, agents, and company workflows
• Resolve customer issues and own outcomes when escalations occur
• Challenge customer requests when they do not align with demonstrated needs
• Advocate for customers internally with founders while balancing company priorities
• Build the post-sales function as the first dedicated hire
• Create repeatable delivery plans, health scoring, review rhythms, and sales handoff processes
• Help determine future customer success hiring and grow into leading the function
• Travel to meet customers

Technical Customer Success Manager

• Act as the voice of the customer within the organization and advocate for customer needs
• Lead technical onboarding for new customers in collaboration with internal teams
• Establish and maintain relationships with key customer stakeholders
• Serve as a strategic advisor and partner with company leadership to ensure executive engagement
• Monitor customer usage and engagement to identify upselling, cross-selling, and renewal opportunities
• Work with Product teams to educate customers, drive product adoption, and inform new product decisions
• Proactively identify and resolve obstacles to customer success
• Use self-paced training resources to support customer education and knowledge growth
• Manage the customer lifecycle from onboarding onward
• Lead strategy sessions, architecture deep dives, training, and formal QBR meetings
• Collect and structure client feedback, track health and usage indicators, and collaborate with internal teams to prioritize requests
• Develop and implement repeatable customer processes to maximize product adoption and customer achievement

Technical Customer Success jobs in United States