Technical Customer Success Manager

CData Software is a leading provider of data connectivity solutions, serving over 10,000 customers worldwide. The Technical Customer Success Manager will be the primary technical advisor for customers, ensuring they achieve value and stability from CData’s products through effective onboarding and support.

Responsibilities:

• Serve as the primary technical and customer success owner for assigned accounts
• Lead customer kickoff, onboarding, and success planning from Day 1
• Own and maintain a living Success Plan, including onboarding milestones, adoption goals, and renewal readiness
• Execute Customer Success playbooks across onboarding, adoption, risk management, renewal, and expansion
• Provide regular leadership updates on account health, risks and blockers, mitigation plans, and next steps
• Develop deep knowledge of each customer’s architecture, use cases, and business objectives
• Advise customers on best practices for implementing and scaling CData products, including:
• CData Sync / Replication
• CData Connect & Connect AI
• API Server
• JDBC, ODBC, and ADO.NET drivers
• Provide technical guidance on:
• Authentication and security models
• Performance tuning and query optimization
• High availability, scaling, and fault tolerance
• Cloud, hybrid, and on-prem architectures
• Partner with Onboarding Specialists to ensure timely onboarding and time-to-value
• Track and drive adoption metrics such as active connectors, data sources integrated, query volumes, and sync jobs
• Proactively identify risks, anti-patterns, and adoption gaps and drive mitigation plans
• Identify and execute opportunities to expand usage across teams, workloads, and products
• Act as the technical escalation owner for assigned accounts
• Coordinate with Support and Engineering to drive issue resolution
• Translate complex technical issues into clear, customer-ready communication
• Maintain customer health scores and risk indicators, ensuring mitigation ahead of renewal cycles
• Partner with Sales on renewals and expansion motions
• Lead QBRs and executive reviews, presenting ROI, value delivered, and future roadmap
• Act as the voice of the customer to Product and Engineering
• Capture and document customer feedback, gaps, and feature requests
• Develop customer success stories and case studies
• Create reusable customer success assets, including best-practice guides, reference architectures, playbooks, and FAQs

Requirements:

• Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent experience
• 5+ years in Technical Customer Success, Solutions Architecture, Integration Engineering, or similar
• Strong hands-on experience with SQL and relational databases (Snowflake, SQL Server, Postgres, Oracle, etc.)
• Strong hands-on experience with REST APIs, OAuth, tokens, pagination, and rate limits
• Strong hands-on experience with Data integration, replication, or ELT pipelines
• Strong hands-on experience with JDBC / ODBC / ADO.NET
• Ability to troubleshoot multi-system, production-grade environments
• Strong written and verbal communication with engineers and executives
• Proven ability to manage complex accounts with multiple stakeholders
• Experience with AWS, Azure, or GCP
• Familiarity with modern data stacks (BI, analytics, warehouses, orchestration)
• Knowledge of enterprise security (SSO, certificates, private networking)
• Experience with SaaS, data platforms, or integration products