Technical Customer Success Manager

In this role you will guide enterprise IT customers through the adoption and optimization of a cutting-edge SaaS Digital Experience Management platform. You will work closely with cross-functional teams to understand customer needs, design technology-led roadmaps, and drive successful outcomes at scale. You’ll leverage deep product and technical knowledge to advise on implementation, performance, and use-case expansion while building strong relationships at all levels. This is a customer-centric, consultative post-sales role in a high-growth SaaS environment with a clear impact on customer success and product feedback.

• Support customers via active listening and consultative investigation to understand needs
• Advise on technical matters including implementation best practices, operation, adoption, and performance tuning
• Analyze customer environments to identify new use cases, cost savings, and operational efficiencies
• Mentor and enable customers on the solution and the art of the possible
• Create bespoke customer roadmaps and drive continuous evolution of solutions
• Conduct regular business reviews to show progress and plan future steps
• Provide feedback to management for process improvements
• Contribute to internal technical projects and support product features, benchmarking, troubleshooting, and best practices
• Assist Sales/Pre-sales as a trusted advisor during the sales process
• Create internal/external technical collateral and maintain product knowledge
• Occasionally visit customers to support implementations

• Experience in large organisations with VMware, Citrix, Azure Virtual Desktop and/or other VDI technologies
• Citrix/VMware/Microsoft certifications
• PowerShell scripting skills
• Experience in IT consulting, professional services or customer-facing IT roles
• Proven ability to design and deliver technology solutions for customers
• Exceptional interpersonal and communication skills with influence across levels
• Strong organisational, note-taking, project management, and time management skills

• excellent communication
• consultative mindset
• customer-focused relationship builder
• VMware virtualization
• Citrix virtualization
• Azure Virtual Desktop