高级技术客户成功经理
Senior Technical Customer Success Manager
关于 Sentry
软件驱动世界，速度比以往任何时候都更快。Sentry 帮助开发者在用户注意到之前修复错误和性能问题，让团队可以减少灭火时间，更多地专注于构建。
被 200,000+ 家组织信赖，Sentry 是当今应用监控的标准，我们的团队正在打造其 AI 原生的未来。
关于该职位：
Sentry 正在扩大技术客户成功团队，以支持我们不断增长的客户群，并推动 Sentry 平台在全球范围内的深入采用。作为技术客户成功经理（TCSM），你将是一名 Sentry 产品专家，负责确保客户顺利上手、从我们的平台中获得最大价值，并通过新的使用场景和产品发现增长机会。
你将在帮助客户实现可衡量成果方面发挥关键作用。在这个高度跨职能的角色中，你将与客户经理（AEs）、销售工程师（SEs）和工程团队紧密合作，确保客户的的技术和业务目标得以实现。
该职位需要强大的技术专业知识和对软件开发生命周期（SDLC）及相关技术的深刻理解。如果你是一位技术人员，有在面向客户角色中支持技术产品的经验，并且渴望加入一个快速成长的团队，通过卓越的产品创造实际价值，我们期待与你见面。
在此职位中，你将：
- 成为 Sentry 产品专家，通过了解客户的需求并帮助他们利用 Sentry 平台实现目标来支持客户。
- 通过有效的上手、采用、价值实现和留存来推动客户成功和健康度。
- 与客户的关键利益相关者合作，定义业务和技术目标，并与客户团队一起实现这些目标。
- 成为每位分配客户的可信赖战略顾问，推动最佳实践、创新和长期成功。
- 与销售团队密切合作，识别并推动由客户成功带来的扩展和新机会。
- 在内部为客户发声，清晰传达客户需求，并帮助优先处理提升客户体验和产品采用的改进。
如果你喜欢谈论技术并与工程师和工程领导者互动，你会爱上这份工作。
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ABOUT SENTRY
Software runs the world and the pace is faster than ever. Sentry helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building.
Trusted by 200,000+ organizations, Sentry is today’s application monitoring standard and our team is building its AI-native future.
ABOUT THE ROLE:
Sentry is expanding our Technical Customer Success team to support our growing customer base and drive deeper adoption of the Sentry Platform worldwide. As a Technical Customer Success Manager (TCSM), you’ll be a Sentry product expert responsible for ensuring customers are successfully onboarded, achieve maximum value from our platform, and uncover new opportunities for growth through additional use cases and products.
You’ll play a key role in helping customers realize measurable outcomes with Sentry. In this highly cross-functional role, you’ll collaborate closely with Account Executives (AEs), Sales Engineers (SEs), and Engineering teams to ensure customers’ technical and business goals are met.
This role requires strong technical expertise and a deep understanding of the Software Development Life Cycle (SDLC) and related technologies. If you’re a technologist with experience supporting technical products in customer-facing roles—and you’re eager to join a fast-growing team delivering real value through an exceptional product—we’d love to meet you.
IN THIS ROLE YOU WILL:
- Become a Sentry product expert and support customers by understanding their needs and helping them achieve their goals using the Sentry Platform.
- Drive customer success and health through effective onboarding, adoption, value realization, and retention.
- Collaborate with customer key stakeholders to define business and technical objectives, and work with the customer team to achieve them.
- Act as a trusted, strategic advisor to each assigned customer—driving best practices, innovation, and long-term success.
- Partner closely with the sales team to identify and drive expansions and new opportunities that result from customer success.
- Advocate for customers internally, clearly communicate customer needs and help prioritize improvements that enhance customer experience and product adoption.
YOU’LL LOVE THIS JOB IF YOU:
- Enjoy talking about technology and interfacing with engineers and engineering leaders
- Are looking to make an impact in the life of our customers through helping them achieve their technical and business goals
- Appreciate working on a variety of projects with customers from lots of different industries
- Like being “in the middle of it all”, working across the organization to move the product forward
- Have a fast-paced, results-driven mindset
- Love developer tools, open-source, and/or all things software development life cycle!
QUALIFICATIONS:
- This is a technical role combined with business skills. You have to have strong technical background to be successful in this role
- BA/BS degree in CS or Computer Engineering-related field or equivalent experience is mandatory
- 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
- Strong industry experience and technical understanding related to Devs, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms
- Experience in working with complex, multi-divisional, multi-geographical customers
- Impressive executive presence and communication abilities
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, ProServices)
- You’re driven; no one needs to push you to excel; it’s just who you are
- Passion for technology and being a part of a fast-growing SaaS company
Bonus qualifications
- Past experience as a developer/devops
- Extensive knowledge in application monitoring, Logs, Metrics, Traces
EQUAL OPPORTUNITY AT SENTRY
Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with Sentry. We strive to build a diverse team, with an inclusive culture where every teammate can thrive. Sentry is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible.
If you need assistance or an accommodation due to a disability, you may contact us at accommodations@sentry.io.
Want to learn more about how Sentry handles applicant data? Get the details in our Applicant Privacy Policy https://sentry.io/careers/applicantprivacy/.