Technical Customer Success Manager

Details

About Sentry

Bad software is everywhere, and we’re tired of it. Sentry is on a mission to help developers write better software faster so we can get back to enjoying technology.

With more than $217 million in funding and 100,000+ organizations using Sentry, the company builds performance and error monitoring tools that help companies spend less time fixing bugs and more time building products. Sentry embraces a hybrid work model across its global hubs, with Mondays, Tuesdays, and Thursdays set as in-office anchor days to encourage meaningful collaboration.

About the role

Sentry is expanding its Technical Customer Success team to support a growing customer base and drive deeper adoption of the Sentry Platform worldwide. As a Technical Customer Success Manager (TCSM), you will be a Sentry product expert responsible for ensuring customers are successfully onboarded, achieve maximum value from the platform, and uncover opportunities for growth through additional use cases and products.

This is a highly cross-functional role that collaborates closely with Account Executives (AEs), Sales Engineers (SEs), and Engineering teams to ensure customers’ technical and business goals are met. The role requires strong technical expertise and a deep understanding of the Software Development Life Cycle (SDLC) and related technologies.

Responsibilities

• Become a Sentry product expert and support customers by understanding their needs and helping them achieve goals using the Sentry Platform.
• Drive customer success and health through effective onboarding, adoption, value realization, and retention.
• Collaborate with customer key stakeholders to define business and technical objectives and work with the customer team to achieve them.
• Act as a trusted, strategic advisor to assigned customers—driving best practices, innovation, and long-term success.
• Partner closely with the sales team to identify and drive expansions and new opportunities resulting from customer success.
• Advocate for customers internally, clearly communicate customer needs, and help prioritize improvements that enhance customer experience and product adoption.

Requirements

• Strong technical background combined with business skills; this is a technical role that requires hands-on understanding of technical concepts.
• BA/BS degree in Computer Science, Computer Engineering, or a related field, or equivalent experience (mandatory).
• 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role.
• Strong industry experience and technical understanding related to developers, DevOps, application monitoring, software release tools, and/or broader cloud-native application infrastructure platforms.
• Experience working with complex, multi-divisional, multi-geographical customers.
• Impressive executive presence and communication abilities.
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Professional Services).
• Self-driven and results-oriented; passion for technology and working at a fast-growing SaaS company.

Bonus qualifications

• Past experience as a developer or in DevOps.
• Extensive knowledge in application monitoring, including Logs, Metrics, and Traces.

Equal Opportunity at Sentry

Sentry is committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally protected characteristic. This includes reasonable accommodations for employees and candidates with disabilities who require them to perform essential functions or to seek employment with Sentry.

If you need assistance or an accommodation due to a disability, you may contact [email protected].

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