Senior Technical Success Manager

Senior Technical Success Manager
Location: Remote, Travel as Needed
Reporting to: Technical Operations Manager

At STN , we don't just adapt to the digital future, we engineer it. Our mission is to help organizations thrive in a rapidly evolving technology landscape through strategic insight, cutting-edge solutions, and a security-first mindset. We provide end-to-end services spanning cloud consulting, AI infrastructure, and enterprise security, enabling secure, scalable, and future-ready transformation.

As trusted advisors, we align IT investments with business outcomes that drive performance and growth, starting with deep strategic engagement and delivering tailored solutions built for long-term impact.

Our approach is innovation-led and rooted in cybersecurity, with a focus on leveraging the right technologies to solve real-world challenges. We invest in our people and foster a culture of growth, inclusion, and purpose because we believe empowered teams build transformative technology. Overview
The Technical Success Manager is responsible for the operational, technical, and lifecycle success of assigned managed-services customers. The position serves as a primary relationship and coordination point between the customer and STN’s Service Desk and Managed Services Operations, Engineering, Project Management Office, Sales, Procurement, Finance, and leadership teams.

The Technical Success Manager develops and maintains an informed understanding of each customer’s business, stakeholders, technology environment, managed-services agreement, support history, active initiatives, asset lifecycle, and upcoming contractual obligations. The role facilitates recurring customer meetings, monitors service performance and escalations, tracks commitments, coordinates ongoing initiatives, supports asset and technology lifecycle planning, and ensures that contract, licensing, warranty, and service renewals are identified and addressed in advance.

This is a non-commissioned role. The Technical Success Manager identifies customer needs and qualified improvement opportunities but transfers solution design, pricing, negotiation, forecasting, and closing responsibilities to the appropriate Sales, Solutions, or contract-management resources. Key Responsibilities
Customer relationship and account knowledge

- Serve as a primary operational point of contact for assigned managed-services customers.

- Build relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders.

- Understand each customer’s business operations, critical technology dependencies, supported locations, key vendors, communication preferences, and service expectations.

- Maintain an accurate stakeholder map identifying decision-makers, technical contacts, executive sponsors, renewal owners, and escalation contacts.

- Maintain awareness of customer sentiment, organizational change, operational risks, business priorities, and upcoming initiatives.

- Represent the customer’s interests internally while maintaining contractual, technical, and operational boundaries.

Customer meeting management

- Coordinate and attend weekly, monthly, quarterly, and other scheduled customer meetings based on account requirements.

- Prepare agendas using ticket activity, service performance, project status, lifecycle items, renewals, open decisions, risks, and upcoming initiatives.

- Facilitate meetings or support the designated meeting owner.

- Document decisions, owners, due dates, risks, dependencies, and follow-up actions.

- Distribute meeting notes and action summaries within the established service standard.

- Track customer commitments through completion and escalate overdue or blocked actions.

- Assist with monthly service reviews, quarterly business reviews, executive reviews, and technology-planning discussions.

Support ticket and service oversight

- Review open tickets, aging tickets, escal