Senior Customer Success Manager

STRAND is real-time architecture mapping for engineering teams running service-heavy systems. The product maps every dependency, tracks every change, and surfaces blast radius before anything ships. When a customer buys STRAND, they are trusting it to be accurate and available when their infrastructure is under pressure. Making sure that trust is earned and deepened over time is what customer success at STRAND looks like.

You will own the post-sale relationship with STRAND's enterprise customers. Onboarding, adoption, expansion, and renewal is all role covered in this role. You work closely with the technical team, understand the product deeply, and treat every customer engagement as an opportunity to demonstrate that STRAND is worth more than what they paid for it.

What you will work on

• Own the post-sale experience for a portfolio of enterprise customers from onboarding through renewal and expansion.
• Run structured onboarding programs that get engineering teams to meaningful product value as fast as possible.
• Monitor adoption and health signals and intervene proactively when accounts are not getting the value they should be.
• Build executive and technical relationships at key accounts and act as a trusted advisor on how to get the most from STRAND.
• Drive expansion by identifying opportunities where STRAND can solve additional problems within existing customers.
• Bring structured feedback from customers into product and engineering to influence the roadmap.

What we are looking for

• 5 or more years in customer success with meaningful time spent on technical products sold to engineering or infrastructure teams.
• You are technically literate enough to have real conversations with platform engineers about how STRAND is integrated and used in production.
• Track record of high retention and expansion in a portfolio of enterprise accounts with complex technical stakeholders.
• You run proactive customer programs, not just reactive support. You spot the risk before the renewal conversation.
• Strong communicator (written and verbal), someone who can operate at both the executive and technical team level in the same account.
• Experience with infrastructure, DevOps, or observability products is a meaningful advantage.

How we work

• Fully remote. Work from wherever you do your best work.
• Async by default. Meetings exist when they need to, not as a reflex.
• Small team. Your decisions ship. There is no committee.
• We move fast and cut anything that does not serve the outcome.

What we offer

• Competitive salary and equity with straightforward terms.
• Five weeks paid vacation plus local public holidays.
• Health coverage based on your location.
• Home office or co-working stipend.
• Four months paid parental leave.
• Regular team off-sites.