About Gruntwork

Gruntwork is on a mission to transform the way DevOps is done. We are globally recognized both for our open-source tools used by thousands of companies from startups to Fortune 500s, and our thought leadership on how DevOps should be done. As a bootstrapped, profitable company with no investors or debt, we control our own destiny and are focused on building a company that customers love.

The Opportunity

We're seeking an exceptional Technical Customer Success Manager (TCSM) to ensure the success of our most strategic customers and drive the next phase of our growth. This is a rare opportunity to join a category-defining company at the intersection of DevOps and enterprise infrastructure, where you'll have the autonomy to build deep relationships with Fortune 2000 companies and shape the future of customer success at Gruntwork.

What You'll Do

Own Post-Sales Customer Relationships

Own the Customer Lifecycle: Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal.
Accountable for Net Retention: Own the renewals process. Partner with Sales to drive expansion opportunities and drive net retention.
Drive Value Realization: Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s platform.
Build Strategic Relationships: Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders to understand their goals and align Gruntwork’s solutions to their needs. This includes leading strategic executive business reviews (EBRs/QBRs/CABs) to align on business outcomes, showcase ROI, and ensure long-term partnership growth.
Create and manage a Customer Advisory Board: Facilitate the creation of a semi-annual CAB with our top customers.

Own the Success function Back Office

Mitigate Risk: Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers.
Shape Customer Success Strategy: Contribute to the evolution of Gruntwork’s customer success programs, including onboarding, training, and enablement initiatives.

Become a champion of Gruntworks' products

Be a Gruntwork Expert: On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value
Champion the Customer to the Company: Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap.

What You Bring

Gruntwork is a small team, and for now we're a customer success department of one. You'll be both strategic and operational -- on any given day being both customer facing and running internal projects. To be successful, expect to wear many hats and to bring:

6+ years of experience in customer success, account management, or technical consulting, with a proven track record of managing enterprise-l