SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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 significant growth phase.
You will lead Port's Technical Customer Success team as Senior Manager, reporting 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 driving performance, growth, and operational excellence.
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 expands and create clear career paths to retain top talent.
Strategy & Operations: Build and continuously improve core playbooks (onboarding, adoption, business reviews, renewals, expansion). Define and track metrics that reveal true portfolio and team health. Identify patterns across accounts and develop proactive programs to address emerging risks before they escalate. Design systems that provide consistency without sacrificing autonomy.
Customer Outcomes & Executive Engagement: Serve as the escalation point for at-risk accounts, providing visible support to your TSMs. Engage directly with engineering executives and CTOs at key accounts, especially during renewals, expansions, and critical moments. Ensure the team consistently connects technical wins to measurable business outcomes.
Cross-functional Collaboration: Partner with Account Executives on commercial strategy (renewals, expansion, portfolio prioritization). Work with Solutions Architecture on complex technical engagements. Provide Product and Engineering with clear field intelligence—patterns and trends, not just individual feedback. Collaborate with Marketing to surface compelling customer stories.
This role requires someone who leads hands-on, knows their team's accounts intimately, coaches people through difficult situations, and thinks strategically about scaling operations. You will combine strong technical instincts, proven experience leading customer-facing teams, commercial acumen, and genuine commitment to developing people.
Requirements: The posting does not explicitly state years of experience or formal certifications required. However, it clearly expects: strong technical credibility and instincts; proven experience leading customer-facing teams (implied multi-year management background); commercial mindset and understanding of renewals/expansion dynamics; demonstrated ability to develop and retain talent; comfort with hands-on leadership and direct customer engagement at executive level; strategic thinking about operations, metrics, and scaling.
