Technical Success Manager

Responsibilities

• Strategic Advisory : Own the post-go-live relationship for one of our high-value accounts, acting as a technical authority to align our platform's capabilities with their long-term business objectives.
• Architectural Optimization : Guide existing customers through complex growth phases and architectural shifts, ensuring their configurations are optimized for peak performance and scalability.
• Proactive Adoption : Identify underutilized features and provide the deep-dive technical guidance necessary to ensure customers realize the full ROI of the Upsun platform.
• Cross-Functional Liaison : Act as the critical link between your customers and internal teams (Support, Product, Engineering) to facilitate root cause analysis and influence the product roadmap.
• Operational Maturity : Contribute to our team's growth by developing technical playbooks and reusable templates that drive efficiency across the global organization.
• What you bring
• PaaS Ecosystem Expertise : Deep experience in cloud infrastructure and developer tools, with a natural empathy for the challenges faced by modern, developer-focused organizations.
• Consulting Experience : Typically 5-8+ years in technical account management or systems engineering, with a proven ability to translate technical health into operational excellence.
• Architectural Fluency : The ability to design sophisticated technical workflows and architectures that align with diverse infrastructure standards.
• Stakeholder Mastery : High emotional intelligence and communication skills, allowing you to build trust with both C-suite executives and hands-on engineering leads.
• Linguistic Versatility : Professional fluency in both English and French is required to support our France-based customer.
• Bonus Points
• Change Management : Formal experience or certification in change management methodologies related to software adoption.
• CS Tooling : Familiarity with customer success platforms like Gainsight or ChurnZero, or product analytics tools such as Datadog or Pendo.
• Developer Roots: A background in DevOps or Software development that allows you to speak the same language as our core users.
• Where we hire
• How we hire
• We know that a great hire won't meet every requirement that we've outlined. If you can see yo

Benefits

Additional Information

About Upsun (formerly Platform.sh) Upsun is the cloud application platform humans and robots love. It is built for today's hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get: Predictable performance, even at scale Secure, compliant environments by default Real-time observability and profiling built in Cloning, configuration, and provisioning in seconds AI-ready features that plug directly into your stack The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation. Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work. Our values: 🌿 We make a positive impact. ✨ We aim for the stars. 💚 We care for each other. Impact of a Technical Success Manager As a Technical Success Manager (TSM), you are the technical go-to person of the customer journey and a dedicated strategic advisor for one of our major accounts. You bridge the gap between complex technical execution and tangible business value, acting as the "glue" that ensures the promises made during sales become a reality. While Support handles reactive troubleshooting, you are the proactive force preventing friction before it starts. By designing reusable workflows and documenting unique challenges, you don't just solve problems for one customer-you scale the collective intelligence of the entire Upsun Customer Success organization.

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