Senior Customer Success Manager

Firefly provides an automated cloud resilience platform that helps enterprises recover from outages and cyberattacks using Infrastructure-as-Code. The Senior Customer Success Manager will own relationships with a portfolio of large US accounts, guiding customers from onboarding through renewal and growth while partnering with technical and executive stakeholders. The role also oversees adoption, retention, expansion, account health, technical conversations, and cross-functional customer advocacy.

Responsibilities:

• Own every customer need, technical, commercial, or relational, end to end
• Build multi-threaded relationships, earning trust with day-to-day engineers and credibility with the operational, security, and executive stakeholders who fund the partnership
• Lead onboarding through a structured process with clear milestones and an early win, and run regular business reviews with a clear, compelling value story
• Engage economic buyers directly, increasingly CISOs, CTOs, or board-level stakeholders, as recovery becomes a regulated, board-level obligation, and travel for in-person meetings as needed
• Maintain a strategic account plan for each customer covering their goals, key stakeholders, adoption priorities, risks, and expansion opportunities
• Act as the voice of the customer internally, working with Product, Engineering, Support, and Sales to resolve issues and make sure customer priorities are heard
• Work daily with DevOps, SRE, Platform Engineering, and security teams using Terraform, cloud infrastructure, and CI/CD pipelines
• Lead training sessions and speak credibly about infrastructure-as-code, cloud drift, and recovery concepts like recovery time objectives and recovery posture
• Serve as first point of contact for technical questions, partnering with engineering on anything requiring deeper expertise
• Own retention and expansion across your portfolio, with clear accountability for GRR, NRR, and renewal performance
• Monitor account health, catch adoption, engagement, or commercial risk early, and drive recovery plans for at-risk accounts
• Build the business case for expansion into the broader resilience story, grounded in measurable business outcomes, not just product adoption
• Partner with Sales on commercial terms and expansion conversations
• Keep CRM data, health indicators, and renewal forecasts accurate so leadership has reliable visibility
• You don't need to be a dedicated negotiator, but you should be comfortable in a pricing conversation and know when to bring in the right partner internally

Requirements:

• 3-5+ years of experience in a Customer Success, Technical Account Management, or similar customer-facing role at a technical B2B SaaS company, with a track record of working directly with highly technical customers (engineers, architects, or security teams) and owning enterprise or strategic accounts
• Proven track record driving product adoption, managing complex accounts, and leading cross-functional programs
• A strong track record building relationships with senior stakeholders, ideally including security or risk-focused executives, and driving renewals and account growth
• Working knowledge of Terraform or another major infrastructure-as-code tool
• Comfort with at least one major cloud platform (AWS, Azure, or GCP) at a conceptual level
• Familiarity with CI/CD pipelines and Git-based workflows
• Enough technical depth to resolve common customer questions independently, with good judgment on when to escalate
• Strong understanding of cloud security and resilience programs, modern security org structures, and value-driven success methodologies
• Excellent written and verbal communication, comfortable moving between engineering and executive audiences, with strong executive presentation skills
• Comfortable working in fast-paced environments and influencing both customer and internal priorities
• Ability to connect technical capabilities to business impact, security outcomes, and ROI
• Bonus: familiarity with disaster recovery, business continuity, or compliance frameworks (SOC 2, ISO, DORA, NIS2)