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Salary: USD 145,000 - 170,000 / annual
Cortex is the Engineering Operations Platform that helps organizations improve operational maturity and reduce developer friction through centralized visibility, automated scorecards, and golden paths. The company recently raised $60M in Series C funding and serves customers from startups to Fortune 100 enterprises.
As a Senior Customer Success Manager, you'll be the strategic partner for Cortex's largest and most sophisticated customers, ensuring they realize tangible business outcomes. You'll build deep relationships across all organizational levels—from hands-on engineering leaders to C-suite executives—and serve as both a trusted technical advisor and executive-level consultant.
Key responsibilities include owning the post-sale customer journey (onboarding, adoption, success, renewal), driving value realization by aligning Cortex to customers' engineering excellence and operational efficiency goals, and developing deep expertise in the Cortex platform, SDLC best practices, cloud-native environments, and DevOps/Platform Engineering. You'll lead high-stakes executive conversations during business reviews and renewal negotiations, tying product adoption to measurable business impact. You'll identify risks and opportunities early, create structured action plans to drive customer health and mitigate churn, and advocate internally for customers by partnering with Product, Engineering, and Sales teams to influence roadmap strategy.
You'll also contribute to evolving Cortex's Customer Success motion by bringing ideas, feedback, and process improvements to help scale a world-class CS organization. Travel is expected up to 30%, with preference for candidates in the Pacific Time Zone due to ANZ/APAC customer coverage.
Required qualifications: 5+ years in Customer Success, Solutions Engineering, or similar customer-facing SaaS roles, preferably with developer tools, infrastructure, platform engineering, or cloud-native technology backgrounds. You must have proven success managing large, complex enterprise accounts with a track record of driving adoption, value realization, and renewal/expansion. You should be fluent conversing with technical users (engineering managers, SREs, platform teams) and strategic executives (VP Eng, CTOs), with deep understanding of modern SDLC practices, DevOps, and cloud infrastructure (AWS, GCP, Azure). Strong business acumen, high bias toward action, ownership mentality, and outstanding communication skills are essential.
