Your Role and Impact
- Onboarding Ownership: Lead end-to-end customer onboardings — from the sales handoff through to project close. You coordinate architecture workshops, platform installation, access setup, integration configuration, and operational readiness reviews.
- Success Planning: Build and maintain customer success plans that document business objectives, KPIs, adoption milestones, and a forward plan.
- Value Articulation: Translate platform adoption into business outcomes. Connect Tenant Cluster growth, provisioning time savings, and developer self-service enablement to metrics like cost efficiency, engineering velocity, and platform ROI.
- Proactive Engagement: Own the customer relationship cadence, including regular check-ins, Quarterly Business Reviews, and Executive Business Reviews.
- Technical Credibility: Hold credible technical conversations with platform engineers, DevOps leads, and architects regarding vCluster architecture, Tenant Cluster deployment patterns, RBAC, Tenant Isolation, and Day 2 operations.
- Renewal and Expansion: Own the renewal motion and recognize expansion triggers such as new use cases, AI/GPU workloads, and tier upgrades.
- Customer Advocacy: Serve as the internal voice of your customers by representing feature requests and escalating blockers to Product and Engineering teams.
This Role is a Fit for You If:
- Proven experience in a technical post-sales role (customer success, technical account management, or professional services) with a track record of driving adoption.
- Hands-on familiarity with Kubernetes and cloud-native technologies.
- Ability to communicate effectively across a range of stakeholders, from executive leadership to platform engineers.
- Structured and proactive approach to managing success plans, adoption milestones, and renewal timelines.
- Strong commercial awareness regarding what drives renewal and expansion in a SaaS or platform business.