Technical Customer Success Manager

Description

Job Title: Technical Customer Success Manager  

Department: Sales

Reports To: Vice President of Commercial Sales

Location: Ashburn, VA with flexibility for Telework (must live within driving distance)

Schedule: Monday – Friday

Hours: Full-time, 40-hours/week

FLSA Status: Salary Exempt

Clearance: None 

Position Summary

The Technical Customer Success Manager will ensure customer retention, proactive account management, and technical engagement excellence. This role is critical in driving renewals, identifying account risks early, and ensuring our customers continuously derive value from our solutions. This position will create a technical bridge between our customers and internal teams, championing customer success while building scalable programs that improve account health and drive recurring business outcomes. The Technical Customer Success Manager supports the commercial team, assisting in ensuring the success of the team mission.  

Requirements

Essential Duties and Responsibilities

• Own post-sales relationship and renewal success for a portfolio of accounts.
• Actively manage customer health scores to identify early signs of risk or churn.
• Proactively engage with customers to reinforce value, drive adoption, and resolve issues before they become problems.
• Serve as the technical voice of the customer internally and advocate for necessary resources or escalations.
• Coordinate and deliver technical onboarding, enablement, and adoption programs.
• Connect the right technical resources (e.g., solution architects, support engineers) at the right time to solve customer challenges.
• Translate customer requirements into actionable tasks and collaborate with product, engineering, and support teams.
• Build and refine scalable customer success playbooks, templates, and automation strategies to improve customer experience and internal efficiency.
• Help define and evolve account health score metrics, escalation paths, and success benchmarks.
• Partner with sales and marketing to develop customer success stories, reference accounts, and upsell paths.
• Master Salesforce to track customer engagement, renewals, health scores, and success plans.
• Write clear, effective customer communications, executive summaries, and risk reports.
• Deliver periodic QBRs (Quarterly Business Reviews) and executive-level presentations.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period. 
• Complete required compliance training as assigned. 
• Other duties as assigned. 

Knowledge and Critical Skills

• Deep understanding of customer lifecycle management and SaaS business models.
• Strong proficiency in Salesforce (admin-level a plus).
• Demonstrated ability to develop scalable customer success programs and drive renewals.
• Technical acumen and comfort discussing product architecture, integrations, and implementation planning.

Education & Work Experience

• 3+ years working in customer success, technical account management, or solution consulting roles.
• Bachelor's degree in engineering or other related fields.

Certifications, Licenses

• None  

Special Requirements

• None

Work Environment

Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. 

Physical Demands?

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential. 

ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. 

EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer. 

This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.