Senior Technical Success Manager
STN Inc · Remote
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, escalations, recurring incidents, reopened tickets, and customer-impacting trends for assigned accounts.
- Monitor high-priority and customer-sensitive issues to confirm ownership, communication cadence, and appropriate escalation.
- Follow up on tickets and initiate with Managed Services Operations, who remain responsible for completing the work; keep informed and help move stalled tickets forward.
- Help ensure customer-facing updates are timely, accurate, understandable, and aligned with confirmed technical information.
- Identify patterns that may require root-cause analysis, problem management, technical remediation, training, lifecycle replacement, or project work.
- Review relevant SLA performance, ticket volume, response trends, resolution trends, and backlog information.
- Avoid bypassing established service ownership or directly assigning technical work outside approved processes.
CUSTOMER ENVIRONMENT UNDERSTANDING
- Develop a working account-management understanding of the customer’s environment, including:
- STN Provided services and how they interact within their environment which may include:
- Servers, cloud services, virtualization, storage, and business-critical applications.
- Network, internet, wireless, firewall, remote-access, and connectivity services.
- Cybersecurity, monitoring, logging, vulnerability, and compliance-related services.
- Backup, disaster recovery, business continuity, and recovery objectives.
- Locations, facilities, remote-work requirements, and key third-party dependencies.
- Managed-services agreement, supported scope, service exclusions, and customer responsibilities.
Asset and technology lifecycle management
- Maintain visibility into supported customer assets and technology platforms using the designated systems of record.
- Track or validate purchase dates, deployment dates, warranties, leases, vendor support, end-of-sale, end-of-support, and end-of-life information.
- Identify unsupported, aging, or capacity-constrained technology before it creates an operational emergency.
- Coordinate with technical teams to validate lifecycle risks, replacement timing, dependencies, and recommended next steps.
- Maintain a rolling 12, 18, or 24 month lifecycle forecast for assigned customers.
- Bring upcoming lifecycle needs into customer service reviews, budgeting discussions, and QBRs.
- Confirm that completed replacements, upgrades, and decommissions are reflected in asset and customer documentation.
- Escalate material asset-data gaps and coordinate corrective action with the responsible team.
Contract, licensing, warranty, and renewal management
- Maintain a consolidated renewal calendar for managed-services agreements, licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and relevant third-party services.
- Begin renewal preparation within the company’s required advance window.
- Validate customer quantities, users, devices, locations, service tiers, usage, asset status, and current requirements.
- Identify material differences between contracted quantities, deployed quantities, billed quantities, and customer expectations.
- Coordinate with Sales, Procurement, Finance, Contract Administration, and technical teams to resolve discrepancies.
- Prepare a renewal-readiness summary documenting expiration date, current services, quantities, expected changes, stakeholder contacts, known concerns, technical recommendations, required approvals, and target completion date.
- Schedule or support customer renewal-planning discussions and track quotes, approvals, signatures, purchase orders, provisioning, and billing updates.
- Escalate renewals that are delayed, incomplete, commercially at risk, or operationally critical.
- Confirm completed renewals are reflected in Salesforce, NetSuite, the contract repository, billing, the STN One portal, and customer documentation.
INITIATIVE AND LIGHT PROJECT