Senior Customer Success Manager

We’re looking for a Senior Customer Success Manager to join our growing Customer Success team.

As a Sr. CSM at Cortex, you’ll be the strategic partner for some of our largest and most sophisticated customers — ensuring they realize tangible business outcomes while also navigating the technical depth of our platform and the broader engineering ecosystem. You’ll build deep relationships across all levels of a customer’s organization, from hands-on engineering leaders to C-suite executives.

Success in this role requires an exceptional ability to bridge technical expertise with strategic business value, guiding customers both through tactical implementation details and big-picture conversations about productivity, efficiency, and ROI. You’ll be both a trusted technical advisor and an executive-level consultant.

This is a high-impact, high-ownership role perfect for someone who thrives in fast-paced environments, brings a strong technical foundation, and is passionate about delivering outcomes that matter.

Responsibilities:

• Own the customer journey post-sale, leading onboarding, adoption, success, and renewal efforts across your book of strategic enterprise accounts.
• Drive value realization by helping customers align Cortex to their engineering excellence, operational efficiency, and platform modernization initiatives.
• Serve as a technical advisor by developing a deep understanding of the Cortex platform, SDLC best practices, cloud-native environments, and DevOps/Platform Engineering domains.
• Lead high-stakes conversations with executives during business reviews, expansion discussions, and renewal negotiations — tying product adoption to measurable business impact.
• Identify risks and opportunities early, and create structured action plans to drive customer health, mitigate churn, and accelerate growth.
• Advocate internally for your customers by partnering closely with Cortex Product, Engineering, and Sales teams, influencing product roadmap and strategy based on customer feedback.
• Continuously raise the bar for how Cortex drives technical adoption, customer outcomes, and operational excellence.
• Contribute to the evolution of our Customer Success motion — bringing ideas, feedback, and process improvements to help us scale a world-class CS organization.
• Travel expectation of up to 30%

Qualifications:

• 5+ years of experience in Customer Success, Solutions Engineering, or similar customer-facing roles in SaaS, with a strong preference for backgrounds in developer tools, infrastructure, platform engineering, or cloud-native technologies.
• Proven success managing large, complex enterprise accounts with a track record of driving adoption, value realization, and renewal/expansion.
• Ability to converse fluently with technical users (engineering managers, SREs, platform teams) and speak to strategic outcomes with executives (VP Eng, CTOs).
• Deep understanding of modern software development lifecycle (SDLC) practices, DevOps, cloud infrastructure (AWS, GCP, Azure), and internal platform models.
• Strong business acumen — comfortable framing technical work in terms of business impact, ROI, and strategic initiatives.
• High bias toward action, ownership mentality, and comfort operating in fast-moving, high-accountability environments.
• Outstanding communication skills — clear, confident, consultative, and empathetic.