As a Technical Success Manager (TSM), you are the technical linchpin of the customer journey and a dedicated strategic advisor for one of our major 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. # What to expect
Strategic Advisory: Own the post-go-live relationship for one of our 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. - : Act as the critical link between your customers and internal teams (Support, Product, Engineering) to facilitate root cause analysis and influence the product roadmap. - : Contribute to our team’s growth by developing technical playbooks and reusable templates that drive efficiency across the global organization. #
Cross-Functional Liaison
Operational Maturity
What you bring
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 andFrenchis required to support our France-based customer. # Bonus Points
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.
Where we hire
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 Paris, France 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. # How we hire
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.
What we offer
💡 A product you can believe in - Join us in transforming how businesses build and manage web applications, driven making a positive impact as a proud B Corp. 🏆 An Award-Winning Workplace - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women. 🗣️ A culture that values your voice - Join a flexible, open, and inclusive work environment where your voice is encouraged, and your ideas shape our growth and evolution. 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.
