Technical Customer Success Manager (Boston, NYC, Austin)

About Port

The developer experience, developer productivity, and driving software quality are on

top of every engineering leader’s mind.

At Port, we help engineering organizations excel through our open internal

developer portal, which is owned by platform engineering teams and built for developers. Port

consolidates everything developers need to know and execute to deliver software

autonomously and to comply with organizational standards. Managers use Port to

understand engineering metrics and improve them.

We’re growing rapidly, fueled by the industry’s leading product and by the constant

innovation of our customers, big and small, who use our product to change how

developers work.

Why we’re looking for you

Port is actively seeking a senior technical Customer Success Manager with a strategic

mindset and a proactive approach. In this pivotal role, you'll ensure

our customers fully leverage our Internal Developer Portal to achieve their business

objectives.

This position demands a blend of technical expertise and customer-facing

skills to guide customers from onboarding through to adoption and transformation, ensuring their

satisfaction and uncovering opportunities for expansion.

You’ll Spend Your Time:

• Act as the primary point of contact for customers, profoundly understanding their technical needs, challenges, and business objectives to develop bespoke success strategies.
• Monitor technical health indicators within customer accounts, proactively addressing issues to ensure ongoing customer satisfaction and success.
• Forge and maintain strong relationships with key stakeholders, positioning
• yourself as a trusted advisor for all matters related to Port.
• Lead strategic initiatives to align with customer goals, including tailored onboarding programs and adoption strategies.
• Serve as a liaison between customers and internal teams (Sales, R&D, Marketing), advocating for customer needs and fostering collaborative solutions.
• Collaborate with Account Executives to identify and pursue expansion opportunities, contributing to account growth and retention.

What You’ll Need

• 8+ years of experience in technical customer-facing roles such as Technical Customer Success Manager, Customer Success Engineer, Technical Account Management, Solution Architect, Implementation Engineer, Solution Engineer within the tech or SaaS industry OR experience as the practitioner: DevOps, Platform Engineer, SRE, and more.
• In-depth experience with technical products or services, especially familiarity with developer tools, CI/CD practices, cloud infrastructure, SDLC, DevSecOps, GitOps, K8s, terraform, Helm, Bash,
• Excellent problem-solving skills, coupled with the ability to communicate clearly complex technical concepts to a diverse audience.
• Exceptional communication and organizational skills, capable of managing different-sized accounts and prioritizing tasks effectively.
• A collaborative team player, able to work closely with cross-functional teams to enhance customer success and drive account growth.

We’d Be Lucky If You

• Have a developer background or coding experience and can contribute to our open source tooling, script a solution with Port APIs and more..
• Bring prior experience in a direct or matrixed role leading technical and non-technical transformation project teams, with a proven ability to work across diverse functional teams.
• Hold a Bachelor’s Degree in science, technology, engineering, math, or business, or possess equivalent experience.
• Have technical certifications like K8s, DevOps, Hashi, AWS, Linux Foundation, Cloud Native Computing Foundation (CNCF)

You must be located in NYC/ Boston/ Austin

Join Us:

At Port, you'll play a crucial role in our customers' success, contributing to a team that's passionate about technology, growth, and delivering value - and help to shape position Port as the thought leader of Platform Engineering.

If you're excited about combining technical depth with strategic account management to drive customer success, we'd love to have you on board.