Senior Customer Success Manager (US - PST)

Cortex is an AI-powered Internal Developer Portal that helps engineering teams ship better software faster. They are seeking a Senior Customer Success Manager to serve as a strategic partner for their largest customers, ensuring they achieve tangible business outcomes while navigating the technical aspects of the platform.

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%

Requirements:

• 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