Senior Technical Success Manager

Location: Remote, Travel as Needed

Reporting to: Technical Operations Manager

At STN, we don't just adapt to the digital future, we engineer it. Our mission is to help organizations thrive in a rapidly evolving technology landscape through strategic insight, cutting-edge solutions, and a security-first mindset. We provide end-to-end services spanning cloud consulting, AI infrastructure, and enterprise security, enabling secure, scalable, and future-ready transformation.

As trusted advisors, we align IT investments with business outcomes that drive performance and growth, starting with deep strategic engagement and delivering tailored solutions built for long-term impact.

Our approach is innovation-led and rooted in cybersecurity, with a focus on leveraging the right technologies to solve real-world challenges. We invest in our people and foster a culture of growth, inclusion, and purpose because we believe empowered teams build transformative technology.

Overview

The Technical Success Manager is responsible for the operational, technical, and lifecycle success of assigned managed-services customers. The position serves as a primary relationship and coordination point between the customer and STN’s Service Desk and Managed Services Operations, Engineering, Project Management Office, Sales, Procurement, Finance, and leadership teams.

The Technical Success Manager develops and maintains an informed understanding of each customer’s business, stakeholders, technology environment, managed-services agreement, support history, active initiatives, asset lifecycle, and upcoming contractual obligations. The role facilitates recurring customer meetings, monitors service performance and escalations, tracks commitments, coordinates ongoing initiatives, supports asset and technology lifecycle planning, and ensures that contract, licensing, warranty, and service renewals are identified and addressed in advance.

This is a non-commissioned role. The Technical Success Manager identifies customer needs and qualified improvement opportunities but transfers solution design, pricing, negotiation, forecasting, and closing responsibilities to the appropriate Sales, Solutions, or contract-management resources.

Key Responsibilities

• Customer relationship and account knowledge
• Customer meeting management
• Support ticket and service oversight
• Customer environment understanding
• Asset and technology lifecycle management
• Contract, licensing, warranty, and renewal management
• Initiative and light project coordination
• Proactive improvement and Sales handoff
• Escalation management
• Documentation, reporting, and internal coordination

Experience & Qualifications

Required

• Four or more years of experience in an MSP, IT service-delivery, technical account-management, customer success, or comparable customer-facing technical role.
• At least two years managing customer relationships, escalations, recurring reviews, or an assigned account portfolio.
• Operational working knowledge of networks, servers, cloud services, cybersecurity, monitoring, backup, and disaster recovery.
• Experience reviewing support tickets, service metrics, customer escalations, and recurring issue trends.
• Experience coordinating technical projects, upgrades, remediation activities, or customer initiatives.
• Experience using a PSA, CRM, ticketing system, documentation platform, project system, asset platform, or monitoring portal.
• Ability to interpret service descriptions, contract dates, licensing quantities, warranties, and renewal requirements.
• Strong written communication, meeting facilitation, organization, documentation, and follow-through skills.
• Ability to communicate credibly with customer executives, business contacts, and technical teams.
• Sound judgment regarding when to involve Service Delivery, Engineering, Security, PMO, Sales, Finance, Procurement, Legal, or leadership.

Preferred

• Direct Managed Service Provider employment experience.
• Experience leading monthly service reviews, QBRs, executive reviews, or technology-planning meetings.
• Experience with contract renewals, software licensing, hardware warranties, leases, or vendor services.
• Experience developing asset or technology lifecycle plans.
• Experience with Atlassian Jira and Confluence, a customer portal, PSA, CRM, RMM or monitoring tools, and IT documentation platforms.
• ITIL 4 Foundation, Microsoft Fundamentals, CompTIA, CAPM, Project+, or similar relevant certification.
• Experience working with regulated or compliance-sensitive customers.

Physical and work requirements

Regular use of video conferencing, collaboration tools, ticketing systems, dashboards, and customer portals. Ability to participate in meetings across supported customer time zones. Periodic customer, company, or vendor travel as required by account needs. Occasional participation in urgent customer escalations outside the normal meeting schedule. Reasonable accommodations will be considered in accordance with applicable law and company policy.

Compensation

Full-Time, Exempt

$100,000-$110,000/year, DOE

Benefits

Health Coverage – Medical, Dental & Vision, FSA Health and Dependent Care available, 401(k) Plan, Unlimited Paid Time Off (PTO), Observed Holidays Paid, Cell Phone Allowance, Collaborative, growth-driven culture

Candidates must be U.S. Citizens or Permanent Residents. We are unable to provide sponsorship at this time. Employment is contingent upon the successful completion of a background check and reference verification. All applicants must be authorized to work in the United States on a full-time basis.