About this Role

At Sentry, customer happiness is at the core of what we do. Our Customer Success team (part of Customer Operations) loves to engage with and advise our customers on how to get the best use out of Sentry and maximize success for their own teams. Just as importantly, we welcome feedback from our users and constantly seek ways to improve their experience.

Sentry is looking for a Technical Customer Success Manager to help provide reactive support to our Enterprise customers. While your portfolio may consist of many accounts, you’ll largely interact with your customers based on reactive triggers for engagement (i.e. new or at-risk customers). You’ll work cross-functionally with many teams, including: the Strategic CSMs, by providing technical support/guidance for their accounts; Support Engineering, by creating technical documentation to answer FAQs; Engineering/Product, by sharing product feedback; and Marketing, by creating repeatable product education content (i.e. training videos or webinars).

If you’re passionate about making customers happy with superb problem-solving and collaboration, start thinking of your new hire gif now!

 

As our Technical Customer Success Manager, you will:

  • On-board new Enterprise customers (i.e. Kick Off Calls)
  • Manage the health of your portfolio (i.e. follow calls to action for reactive intervention)
  • Provide annual business reviews for 60-80 Enterprise customers (approx. 15-20 per quarter)
  • Provide technical guidance and support to the Strategic CSMs
  • Provide product education to Enterprise customers at scale (i.e. creating educational content, documenting best practices, and contributing to Sentry’s technical documentation)

You’ll love this job if:

  • You’re looking to broaden your customer-facing experience
  • You like building best practices to solve customer pain points
  • You have an interest in building repeatable processes to scale a growing team
  • You thrive in a fast-passed and a rapidly changing environment
  • You’re looking to help define processes and build a global customer success team

Qualifications

  • 2+ years of technical experience in a B2B SaaS company (i.e. Support Engineering, Customer Success, or Solution Engineering)
  • Prior experience in the Developer Tool space (or similar vertical)
  • Excellent written and oral communication skills 
  • Ability to articulate technical concepts clearly and succinctly
  • Ability to identify patterns in customer feedback and needs
  • Live in San Francisco Bay Area, or willing to relocate

Benefits

  • Contribute to an open source product used by tens of thousands of companies
  • Be part of an experienced and renowned team that has worked on some of the world's most popular software products and open source tools
  • Competitive salary and meaningful equity
  • 100% medical, dental, and vision coverage
  • Commuter subsidy
  • 401k
  • Charitable matching program
  • Generous parental leave policy and 529 College Savings Plan
  • Flexible working schedule and vacation policy, and real work/life balance
  • Company events (Hack Weeks, All Hands, quarterly social events) and friends and family events
  • Relocation assistance
 
Sentry is an equal opportunity employer, and we value diversity and inclusivity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.