Technical Customer Success / Customer Program Manager

Ciroos is a seed-stage startup building an AI SRE Teammate platform to help SREs reduce toil, investigate incidents faster, and drive autonomous operations. The Technical Customer Success / Customer Program Manager will own enterprise customer programs from onboarding through adoption, coordinating customers, FDE, Product, and Engineering while driving technical deliverables, accountability, communication, and measurable value.

Responsibilities:

• Own the customer program end-to-end from onboarding through adoption, tracking what needs to happen, who owns it, what's blocked, and what to prioritize next
• Drive accountability across teams: when Engineering owes something, you drive it to closure; when Product needs to make a decision, you get it in front of them; when priorities compete, you help create clarity
• Coordinate complex, multi-stakeholder technical deliverables to a clean finish — for example, driving an enterprise security questionnaire (such as a Splunk-integration review covering data retention, permissions, token encryption, and incident response) from a draft with open “pending engineering confirmation” items to a fully-owned, sign-off-ready response, assigning clear owners and chasing each item to closure
• Maintain a single source of truth on program status — open items, owners, and dates — so nothing depends on memory or gets lost between Slack threads, docs, and meetings
• Build strong relationships with customers, understand what success looks like for them, and keep them engaged throughout onboarding and adoption
• When the customer is waiting, make sure they always know exactly where things stand — proactive, clear, and specific status, not “checking on it.”
• Make sure Ciroos is delivering measurable value against what the customer actually cares about, not just what was scoped at kickoff
• Engage credibly with customer SRE, observability, cloud/infrastructure, security, and enterprise IT stakeholders — understanding enough of the technical substance (integrations, permissions, data handling, deployment mechanics) to keep a conversation moving without needing to build the solution yourself
• Partner with FDE and Engineering on technical questions, security/compliance reviews, and integration asks that surface mid-program, translating between customer language and internal owners in both directions
• Flag risk early — a stalled dependency, an unanswered question, an unclear owner — before it becomes a customer-visible problem

Requirements:

• Experience leading complex enterprise customer programs — technical customer success, customer/program/project management, TAM, or solutions delivery — with a track record of driving multi-team initiatives to completion
• A natural “what's next, who owns it, and when will it be done” operator: organized, persistent, and comfortable creating structure in a fast-moving startup environment without waiting to be told
• Enough technical curiosity and depth to be comfortable in conversations spanning SRE, observability, cloud platforms (AWS/Azure/GCP), Kubernetes, integrations (e.g., Splunk, Datadog, ServiceNow), and enterprise security/compliance reviews
• Excellent written and verbal communication — able to represent status clearly to customers and internally, and to get concise, unambiguous commitments out of Engineering and Product
• Customer-focused and relationship-driven, with the judgment to balance advocating for the customer with realistic internal prioritization
• Experience managing programs for large enterprise or Fortune 500 customers, where multiple stakeholders (security, IT, SRE, procurement, legal) and layers of internal approval are the norm, not the exception
• Background working alongside SRE, DevOps, or observability teams, or prior experience in a Forward Deployed Engineering, solutions engineering, or technical account management function
• Experience at an early-stage startup, including comfort with ambiguity and building process rather than inheriting it
• Familiarity with ITSM and collaboration tooling (ServiceNow, Slack, Jira/Linear) used to run customer programs day to day