Technical Customer Success Manager

Role Overview

• Drive product usage and enable customers to effectively use their Vena solution to achieve intended business outcomes
• Partner with customers and internal teams to create and execute adoption plans aligned to Customer Health and Renewal Playbook strategies
• Shape and guide architectural and configuration changes to help customers fully realize the benefits of the Vena platform
• Take ownership of adoption and retention-related KPIs, including NRR/GRR, product utilization metrics, and customer adoption score
• Monitor product usage and customer health signals to identify risks, opportunities for improvement, and areas requiring intervention
• Manage multiple customer health plans concurrently, ensuring timely delivery of activation, adoption, and value realization initiatives
• Identify and address adoption challenges by working cross-functionally to deliver effective solutions
• Serve as a trusted customer advocate and advisor, representing customer needs internally to influence product roadmaps, features, market offerings, and events while also guiding customers on best practices for reporting, planning and budgeting to maximize the platform
• Lead and coordinate resolution of technical, configuration, and performance-related issues in partnership with Account Managers, Adoption Consultants, and Solution Architects
• Identify and develop customer advocates while supporting customer education through training sessions, webinars, and enablement initiatives that showcase success stories and drive adoption
• Travel as needed to client events and on-site engagements

Requirements

• 5+ years of experience in Technical Account Management, Customer Success, Professional Services, or Technical Consulting within a SaaS organization
• Experience supporting complex customer environments, high-risk accounts, or retention-focused initiatives; FP&A or Accounting experience preferred
• Hands-on experience implementing, configuring, or supporting complex SaaS solutions, with the ability to understand and explain end-to-end customer architectures
• Proven experience leading technical discussions, troubleshooting issues, and guiding solution design or remediation efforts
• Experience managing a portfolio of customers with a strong track record of delivering high-quality customer outcomes
• Strong organizational, time management, and prioritization skills, with the ability to manage multiple workstreams and shifting priorities
• Ability to meet milestones and deadlines while maintaining accuracy, reliability, and attention to detail
• Comfortable working independently in a self-managed environment while collaborating effectively within cross-functional teams
• Demonstrated problem-solving skills, including the ability to identify gaps in process or execution and proactively recommend improvements
• Experience using CRM and Customer Success tools such as Salesforce, Gainsight, or similar platforms