Note: The job is a remote job and is open to candidates in USA. Tech Holding is a full-service consulting firm focused on delivering predictable outcomes and high-quality solutions to clients. The Technical Customer Success & Deployment Lead will own customer relationships from committed pilot through deployment, adoption, and final decision, coordinating implementation plans, stakeholders, issue triage, escalations, and feedback loops. The role will establish repeatable deployment processes and help enterprise customers achieve measurable product value.
Responsibilities
- Own the customer operating cadence from pilot kickoff through deployment, adoption, and final pilot decision
- Build and manage implementation plans, readiness checklists, milestones, dependencies, success criteria, and ownership matrices
- Lead customer kickoffs and recurring deployment and status meetings
- Coordinate dependencies across customers, GTM, Product, Partner Engineering, Security, Legal, and engineering delivery teams
- Ensure each deployment has clear owners, timelines, risks, escalation paths, and measurable success criteria
- Track customer usage, adoption, product health, risks, decisions, commitments, incidents, and follow-up actions
- Surface blockers early and drive accountability across internal and external stakeholders
- Triage customer issues into the appropriate category, including support, configuration, integration, product defect, roadmap request, or commercial discussion
- Route technical and product issues to the correct internal owner with clear context and supporting information
- Own customer-facing status updates and escalation communications during deployments and operational incidents
- Help customers understand the distinction between existing product capabilities, configuration, integration work, and future roadmap items
- Capture structured customer feedback and ensure Product and Engineering close the loop on decisions and learnings
- Monitor customer health and adoption signals and identify risks to successful deployment or expansion
- Develop reusable onboarding guides, implementation playbooks, runbooks, training materials, FAQs, and customer handoff processes
- Drive pilots toward a clear outcome, including expand, convert, continue learning, pause, or exit
Skills
- • Strong experience in enterprise technical customer success, implementation, solutions delivery, technical program management, or a similar customer-facing technical role
- • Experience working with platform, SaaS, API-driven, integration-heavy, or technical enterprise products
- • Demonstrated experience leading complex customer implementations or deployments from kickoff through production adoption
- • Strong ability to coordinate business, executive, product, engineering, security, and technical stakeholders
- • Experience creating and managing implementation plans, milestones, dependencies, risks, ownership models, and escalation processes
- • Strong technical fluency with APIs, integrations, environments, system dependencies, and common software delivery concepts
- • Ability to understand and communicate technical issues without needing to be the engineer implementing the solution
- • Strong issue-triage skills and the ability to distinguish between configuration problems, integration issues, product defects, roadmap requests, and commercial concerns
- • Experience managing customer escalations and communicating clearly during high-pressure delivery or operational situations
- • Strong written and verbal communication skills, particularly with enterprise customers and senior stakeholders
- • Ability to turn ambiguous customer requests into structured, actionable information for Product and Engineering
- • Strong organizational discipline and attention to detail across multiple simultaneous customer commitments
- • Comfort working in an early-stage or rapidly evolving environment where implementation and customer-success processes are still being developed
- • Applicants must be authorized to work for ANY employer in the U.S
- • Experience supporting identity, security, infrastructure, DNS, registry, or other technically complex platform products
- • Experience working with enterprise API integrations
- • Experience supporting customer pilots, proofs of concept, or phased production rollouts
- • Familiarity with customer health metrics, adoption reporting, and implementation analytics
- • Experience working closely with solutions engineering, product management, and engineering teams
- • Experience building customer onboarding or implementation processes from the ground up
- • Familiarity with security, compliance, and enterprise procurement processes
- • Experience supporting strategic enterprise customers with complex organizational structures
Benefits
- Remote work in the United States
Company Overview