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About the Role
Port is seeking a Senior Manager, Technical Customer Success to own the performance, growth, and operation of the Technical Customer Success Manager team. This role reports directly to the VP of Customer Experience and involves managing and developing a team of 8 TSMs who support enterprise and mid-market engineering organizations. The ideal candidate will provide senior judgment, coach team members, and focus on strategic improvements to scale the team effectively.
Responsibilities
- Manage and develop a team of 8 TSMs, with direct responsibility for their performance, growth, and day-to-day experience at work
- Build a team culture where high standards and real care for customers go hand in hand
- Recruit thoughtfully as the team grows toward 12, and set new people up to succeed quickly
- Create career paths for TSMs
- Build and continuously improve team playbooks for onboarding, adoption, business reviews, renewals, and expansion
- Define and utilize metrics to assess team and portfolio health
- Identify patterns across accounts and build programs to address them proactively
- Create consistency in team operations without sacrificing autonomy
- Act as the point person for at-risk accounts
- Engage directly with engineering executives and CTOs at key accounts
- Ensure the team effectively communicates value, connecting technical wins to business outcomes
- Collaborate with Account Executives on renewals, expansion, and account prioritization
- Partner with Solutions Architecture on engagements requiring deeper technical resources
- Provide Product and Engineering with clear insights into field trends
- Collaborate with Marketing on customer stories
Requirements
- 7+ years in a technical, customer-facing role (CSM, TAM, Solutions Engineer, or similar) at a SaaS company
- 3+ years managing technical, customer-facing teams, including hiring, development, and performance management
- Solid technical foundation in DevOps, platform engineering, and cloud-native environments (CI/CD, Kubernetes, Infrastructure as Code, cloud providers)
- Experience building practical programs such as onboarding frameworks, success playbooks, escalation paths, and business review structures
- Data-driven approach to team management, utilizing metrics for decision-making
- Strong commercial instincts, understanding enterprise SaaS retention and expansion
- Strong communication skills, capable of engaging with both technical staff and executives
- Curiosity about the future of developer tooling and AI
Skills
- People management
- Team development
- Recruiting
- Career pathing
- Playbook development
- Metrics definition and analysis
- Program building
- Customer engagement
- Executive communication
- Commercial acumen
- Cross-functional collaboration
- DevOps
- Platform engineering
- Cloud-native environments
- CI/CD
- Kubernetes
- Infrastructure as Code
- Cloud providers
Location
- Austin, TX
- Boston, MA
Work Type
- Hybrid
Experience Level
- Senior Manager
- 7+ years in a technical, customer-facing role
- 3+ years managing technical, customer-facing teams
Benefits
- Competitive salary
- Equity
- Full benefits
About the Company
- Port is the Agentic SDLC Platform, designed to bring control to the complexity and chaos of evolving software development lifecycles, especially with the rise of AI.
- The company offers a single platform for building, governing, and operating the software development lifecycle.
- Port has successfully raised $100M in Series C funding and is experiencing significant growth.
- As a product-led company, Port believes in the power of a world-class product.