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Senior Customer Success Manager

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Cortex

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

135000.00 - 185000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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%

Requirements:

  • 5+ years of experience in Customer Success, Solutions Engineering, or similar customer-facing roles in SaaS
  • 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
What we offer:
  • Competitive salary and equity
  • National medical, dental & vision insurance (we cover 100%!)
  • Fully covered life insurance
  • $400 monthly perks stipend
  • $1,000 yearly Learning & Development stipend
  • 401k plan
  • Pet Insurance
  • Unlimited PTO
  • Remote & flexible working hours
  • Gender-neutral parental leave
  • All-Company Retreats (previously San Diego, Miami, NYC, and Austin)

Additional Information:

Job Posted:
January 22, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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