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Port is an Agentic SDLC Platform that helps engineering teams build, govern, and operate the software development lifecycle with AI-powered tools. Following a $100M Series C funding round, the company is in a phase of significant growth and expansion.
You will lead Port's Technical Customer Success team as Senior Manager, reporting directly to the VP of Customer Experience. Currently managing 8 Technical Customer Success Managers (TSMs) who work with enterprise and mid-market engineering organizations across the US, you will scale the team to 12 while building a high-performing, customer-obsessed organization.
Key responsibilities include:
People Leadership: Manage and develop the TSM team with direct accountability for performance, growth, and day-to-day experience. Build a team culture balancing high standards with genuine customer care. Lead thoughtful recruitment as the team grows, ensuring new hires succeed quickly. Create clear career paths so top talent wants to stay and advance at Port.
Strategy and Operations: Build and continuously refine playbooks for onboarding, adoption, business reviews, renewals, and expansion. Define and track metrics that reveal true team and portfolio health. Identify patterns across accounts and develop programs to address emerging risks before they escalate. Design systems that provide consistency without removing autonomy—your team should feel they're running a well-designed system, not following a script.
Customer Outcomes and Executive Engagement: Serve as the escalation point when accounts are at risk, ensuring your TSMs know they have your support. Engage directly with engineering executives and CTOs at key accounts, particularly during renewals, expansions, and challenging moments. Hold the team accountable for connecting technical wins to business outcomes in every customer interaction.
Cross-functional Collaboration: Work closely with Account Executives on renewals, expansions, and portfolio prioritization. Partner with Solutions Architecture on engagements requiring deeper technical resources. Provide Product and Engineering with clear field intelligence—not just individual feedback, but real patterns and trends. Collaborate with Marketing to identify and amplify customer success stories.
This role requires strong technical instincts, proven experience leading customer-facing teams, a commercial mindset, and genuine commitment to developing people. You will be hands-on, knowing your team's accounts and coaching them through difficult conversations and complex situations.
Requirements: The posting does not explicitly state years of experience, education, or specific certifications. However, it clearly requires: proven experience managing customer-facing teams; strong technical credibility and instincts; commercial acumen; demonstrated ability to develop and coach people; experience with enterprise/mid-market customer success or similar customer-facing leadership; and the ability to operate strategically while remaining hands-on with accounts and team members.
