Senior Technical Customer Success Manager

📋 Description

• • Serve as a technical expert and trusted advisor to enterprise customers, guiding them through onboarding, adoption, and value realization of the Sentry platform to ensure long-term success and retention.
• • Collaborate directly with customer engineering teams, DevOps, and technical leaders to understand their software monitoring needs, troubleshoot implementation challenges, and optimize integration of Sentry’s error and performance monitoring tools.
• • Drive customer health by proactively identifying usage patterns, measuring impact, and recommending advanced features or additional products to expand platform adoption across customer organizations.
• • Partner with Account Executives and Sales Engineers to uncover expansion opportunities rooted in customer success, translating technical wins into commercial growth through upsells and cross-sells.
• • Act as the internal voice of the customer, gathering and escalating product feedback, feature requests, and pain points to Product, Engineering, and ProServices teams to influence roadmap priorities and improve customer experience.
• • Facilitate technical workshops, demonstrations, and best practice sessions with customers to promote adoption of core Sentry capabilities including error tracking, performance monitoring, logs, metrics, and traces.
• • Work closely with cross-functional teams including Sales, Marketing, Customer Support, and Product to align on customer outcomes and ensure seamless handoffs throughout the customer lifecycle.
• • Maintain deep familiarity with the Software Development Life Cycle (SDLC), CI/CD pipelines, cloud-native infrastructure, and modern application architectures to provide context-aware guidance to technical stakeholders.
• • Manage a portfolio of complex, multi-divisional, and multi-geographical enterprise accounts, tailoring engagement strategies to diverse technical environments and organizational structures.
• • Advocate for customer needs internally by clearly communicating technical requirements, usage data, and business outcomes to drive product improvements and operational efficiencies.
• • Remain current on industry trends in application monitoring, observability standards, and developer tooling to position Sentry as a strategic partner in customers’ technology evolution.
• • Deliver measurable outcomes for customers by linking Sentry usage to improved deployment frequency, reduced mean time to resolution (MTTR), and enhanced application reliability.
• • Engage with customers across a hybrid work model, with mandatory in-office days on Mondays, Tuesdays, and Thursdays in Amsterdam to foster collaboration with regional teams and key stakeholders.
• • Maintain a fast-paced, results-oriented approach to customer success, balancing proactive outreach with responsive support to ensure high satisfaction and renewal rates.
• • Demonstrate executive presence when engaging with technical and non-technical stakeholders, translating complex technical concepts into clear business value.
• • Leverage deep knowledge of developer tools, open-source ecosystems, and software development practices to build credibility and trust with engineering teams.
• • Contribute to knowledge sharing within the Customer Success team by documenting best practices, creating customer success playbooks, and mentoring newer team members.
• • Represent Sentry as a thought leader by participating in customer success reviews, technical deep dives, and strategic planning sessions focused on long-term platform alignment.