Technical Success Manager

Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get:

• Predictable performance, even at scale
• Secure, compliant environments by default 
• Real-time observability and profiling built in
• Cloning, configuration, and provisioning in seconds 
• AI-ready features that plug directly into your stack

The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation.

Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum.

What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.

Our values: 

🌿 We make a positive impact.

✨ We aim for the stars.

💚 We care for each other. 

As a Technical Success Manager (TSM), you are the technical linchpin of the customer journey and a dedicated strategic advisor for our key accounts. You bridge the gap between complex technical execution and tangible business value, acting as the "glue" that ensures the promises made during sales become a reality. While Support handles reactive troubleshooting, you are the proactive force preventing friction before it starts. By designing reusable workflows and documenting unique challenges, you don't just solve problems for one customer—you scale the collective intelligence of the entire Upsun Customer Success organization.

• Strategic Advisory: Own the post-go-live relationship for high-value accounts, acting as a technical authority to align our platform’s capabilities with their long-term business objectives.
• Architectural Optimization: Guide existing customers through complex growth phases and architectural shifts, ensuring their configurations are optimized for peak performance and scalability.
• Proactive Adoption: Identify underutilized features and provide the deep-dive technical guidance necessary to ensure customers realize the full ROI of the Upsun platform.
• Cross-Functional Liaison: Act as the critical link between your customers and internal teams (Support, Product, Engineering) to facilitate root cause analysis and influence the product roadmap.
• Operational Maturity: Contribute to our team’s growth by developing technical playbooks and reusable templates that drive efficiency across the global organization.

• PaaS Ecosystem Expertise: Deep experience in cloud infrastructure and developer tools, with a natural empathy for the challenges faced by modern, developer-focused organizations.
• Consulting Experience: Typically 5–8+ years in technical account management or systems engineering, with a proven ability to translate technical health into operational excellence.
• Architectural Fluency: The ability to design sophisticated technical workflows and architectures that align with diverse infrastructure standards.
• Stakeholder Mastery: High emotional intelligence and communication skills, allowing you to build trust with both C-suite executives and hands-on engineering leads.
• Linguistic Versatility: Professional fluency in both English and either French or German is required to support our EMEA portfolio.

• Change Management: Formal experience or certification in change management methodologies related to software adoption.
• CS Tooling: Familiarity with customer success platforms like Gainsight or ChurnZero, or product analytics tools such as Datadog or Pendo.
• Developer Roots: A background in DevOps or software development that allows you to speak the same language as our core users.

At Upsun, remote work isn't just a trend - it's our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in France, Germany, Spain, and the United Kingdom. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries. 

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.   

You can expect 4 interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Upsunners. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment. 

1. 45 Minutes with Talent Acquisition 
2. 60 Minutes with Hiring Manager (Senior Manager, Customer Care)
3. 60 Minutes with Team (Senior Director, Customer Solutions & Senior Manager, Onboarding and Migration Specialists)
4. 45 Minutes with Executive (Senior Director, Professional Services)

All roles require background checks.

At Upsun, we celebrate diversity in all its forms and are committed to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. We embrace and value different perspectives, backgrounds, and experiences, because they make us stronger as a team. Whoever you are, wherever you're from, and whatever path you've taken, you are welcome here. We encourage you to bring your whole self to work, connect with others, and share your passion. If you need accommodations at any stage of our hiring process, please let us know. We're here to ensure an accessible and comfortable experience for you.