Cortex - Senior Customer Success Manager (PST)
Requirements
• 5+ years of experience in Customer Success, Solutions Engineering, or similar customer-facing roles in SaaS, with a strong preference for backgrounds in developer tools, infrastructure, platform engineering, or cloud-native technologies. • Proven success managing large, complex enterprise accounts with a track record of driving adoption, value realization, and renewal/expansion. • Ability to converse fluently with technical users (engineering managers, SREs, platform teams) and speak to strategic outcomes with executives (VP Eng, CTOs). • Deep understanding of modern software development lifecycle (SDLC) practices, DevOps, cloud infrastructure (AWS, GCP, Azure), and internal platform models. • Strong business acumen — comfortable framing technical work in terms of business impact, ROI, and strategic initiatives. • High bias toward action, ownership mentality, and comfort operating in fast-moving, high-accountability environments. • Outstanding communication skills — clear, confident, consultative, and empathetic.
Responsibilities
• Own the customer journey post-sale, leading onboarding, adoption, success, and renewal efforts across your book of strategic enterprise accounts. • Own the customer journey • Drive value realization by helping customers align Cortex to their engineering excellence, operational efficiency, and platform modernization initiatives. • Drive value realization • Serve as a technical advisor by developing a deep understanding of the Cortex platform, SDLC best practices, cloud-native environments, and DevOps/Platform Engineering domains. • Serve as a technical advisor • Lead high-stakes conversations with executives during business reviews, expansion discussions, and renewal negotiations — tying product adoption to measurable business impact. • Lead high-stakes conversations • Identify risks and opportunities early, and create structured action plans to drive customer health, mitigate churn, and accelerate growth. • Identify risks and opportunities • Advocate internally for your customers by partnering closely with Cortex Product, Engineering, and Sales teams, influencing product roadmap and strategy based on customer feedback. • Advocate internally • Continuously raise the bar for how Cortex drives technical adoption, customer outcomes, and operational excellence. • Continuously raise the bar • Contribute to the evolution of our Customer Success motion — bringing ideas, feedback, and process improvements to help us scale a world-class CS organization. • Contribute to the evolution • Travel expectation of up to 30%
Benefits
• Starting Salary Range: $145,000 and $170,000 • On Target Commission • Competitive Equity Package • Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for equity and benefits. • National medical, dental & vision insurance (we cover 100% for employees!) • Unlimited PTO & flexible working hours • Gender-neutral parental leave • $1000 yearly Learning & Development stipend • $400 monthly perks stipend (use it on anything)
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