Technical Customer Success Manager, AMER Central/East

Technical Customer Success Manager

The Company

Akuity is a Sunnyvale, CA-based business founded by Argo co-creators Hong Wang, Jesse Suen, and Alexander Matyushentsev. Hong, Jesse, and Alex were founding engineers at Applatix, which open-sourced the Argo project in 2017. After Applatix's acquisition by Intuit in 2018, Argo exploded in growth with the additions of Argo CD, Argo Rollouts, & Argo Events and was subsequently accepted as a CNCF (Cloud Native Computing Foundation) incubating project. Today, Argo has 22K+ GitHub stars, is one of the fastest-growing CNCF projects with over 6,000 contributors, and is trusted by hundreds of enterprises, including Adobe, Tesla, PayPal, Capital One, and Peloton to automate their application delivery on Kubernetes.

Following Argo’s strong adoption, Akuity was formed to help companies reliably deploy Argo at scale by offering enterprise support and functionality. As of March 2022, Akuity has raised $25 million from leading technology investors, Lead Edge Capital & Decibel Partners. The business is experiencing tremendous growth and remains true to its commitment to Open Source; it will invest in what’s needed to foster the project’s growth. This includes continuing their contributions to the project, supporting users with their issues, facilitating discussions and meetings, and promoting Argo every chance they get.

The Opportunity

We are looking to hire a Technical Customer Success Manager to our Customer Success team. This team member will work with our customers to help them onboard to our platform and guide them through their Argo journey to ensure it is as successful as possible.

You Will

• Manage a portfolio of strategic accounts with full responsibility for the customer lifecycle from onboarding and adoption to the renewal phase
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Lead strategic meetings and Executive Business Reviews to share tactical advice
• Drive the implementation and customer onboarding, taking help from key internal stakeholders with a key focus on ‘time to value’ objectives.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish business and technical goals or other key performance indicators and aid the customer in achieving these goals. In collaboration with our sales and technical teams, you will be responsible for the customer's renewal and expansion of the platform through up-sells, cross-sells, and add-ons.
• Advocate customer needs/issues across product, marketing, and support functions. Align seamlessly with sales, product management, marketing, and engineering teams. Manage the portfolio of the customers that will be in different stages of the life cycle.

About You

• 5+ years of experience / 2+ years of experience supporting customers.
• Strong technical background (hands-on knowledge of Kubernetes is nice to have)
• Naturally curious and creative, eager to learn, adapt and perfect your work, you seek help and put it to good use
• Self-starter
• Good verbal and very good written communication skills
• Ability to break down technical concepts for a wider audience of different stakeholders (ranging from Junior Engineers to C-Level Executives)
• Up to date with the latest trends in the DevOps/GitOps/Cloud Native world
• Enthusiastic about working with a diverse, global team of professionals across multiple time zones (asynchronously)
• Prior experience in Customer Success or equivalent work experience focused on increasing customer satisfaction, adoption, and retention
• Familiarity working with clients of all sizes
• Willingness to travel