Manager, Success Engineers - Greater Boston
Only for registered members Greater Boston, United States
3 weeks ago
* This salary range is an estimation made by beBee
Job summary
We're looking for a hands-on Manager to lead our US-based Customer Success Engineering (CSE) team. Reporting to the VP of Customer Success, you'll combine people leadership with deep technical expertise across observability and infrastructure.
Responsibilities
- Lead & develop the team: Coach, mentor, and grow a team of Customer Success Engineers to meet and exceed customer success and value realization goals.
- Be a technical mentor: Model best practices in troubleshooting, building dashboards, writing queries, instrumenting services, and reproducing issues. Create playbooks, establish patterns, and drive internal enablement.
- Drive technical success cycles: Lead discovery, value mapping, tailored demos, POC success criteria, and architecture guidance to improve POC win rates.
- Ensure postsale success: Oversee onboarding, integration, adoption, and expansion; build success plans; run QBRs and executive readouts; mitigate risk and drive net revenue retention (NRR).
- Engage strategically with customers: Build trusted relationships through roadmap discussions, architecture reviews, operational maturity workshops, and on-site sessions across the US.
- Collaborate cross-functionally: Partner with Sales on account strategy; with Product/R&D on feedback and escalations; with Support on incidents and RCAs; and with Marketing on webinars and technical content.
- Drive operational excellence: Track and improve KPIs (time-to-value, POC win rate, adoption, health score, expansions, NRR); manage capacity forecasts; and refine processes and tooling.
Job description
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