Senior Customer Success Manager

About the Company

Cortex is the Engineering Operations Platform that enables organizations to continuously improve their operational maturity and reduce developer friction. We help engineering organizations operate as one through centralized visibility, clear ownership, and automated Scorecards.

Responsibilities

• Own the customer journey post-sale, leading onboarding, adoption, success, and renewal efforts for strategic enterprise accounts
• Drive value realization by aligning Cortex to engineering excellence and platform modernization initiatives
• Serve as a technical advisor regarding SDLC best practices, cloud-native environments, and DevOps/Platform Engineering
• Lead high-stakes conversations with executives during business reviews and renewal negotiations
• Identify risks and opportunities early to drive customer health and mitigate churn
• Advocate for customers internally by partnering with Product, Engineering, and Sales teams
• Contribute to the evolution of the Customer Success motion and process improvements
• Travel up to 30%

Requirements

• 5+ years of experience in Customer Success, Solutions Engineering, or similar SaaS roles
• Background in developer tools, infrastructure, platform engineering, or cloud-native technologies preferred
• Proven success managing large, complex enterprise accounts
• Ability to converse fluently with technical users (SREs, platform teams) and executives (CTOs, VPs of Engineering)
• Deep understanding of SDLC, DevOps, and cloud infrastructure (AWS, GCP, Azure)
• Strong business acumen and ability to frame technical work in terms of ROI
• High bias toward action and ownership mentality

Benefits

• 100% covered medical, dental, and vision insurance for employees
• Unlimited PTO and flexible working hours
• 401k plan
• Gender-neutral parental leave
• $1,000 yearly Learning & Development stipend
• $400 monthly perks stipend
• Pet Insurance