Senior Customer Success Manager (PST)

🧠 About Cortex
Cortex is the Engineering Operations Platform that enables organizations to continuously improve their operational maturity and reduce developer friction. With centralized visibility, clear ownership, automated Scorecards, and golden paths, we help engineering organizations operate as one. 

Our customers – from startups to Fortune 100 enterprises  – create a culture of engineering excellence, reducing incidents by 30% and improving MTTR by 50%, all while making it easier for developers to focus on building.

📍Location
We’re fully remote and typically welcome candidates from anywhere in the US. However, for this specific position, we are ideally looking for candidates located in the AMER Pacific Time Zone due to a portion of the book of business being located in ANZ/APAC regions.

🤝 The Team
We are a mighty group of ~80 passionate individuals excited about building a product that developers love. We recently raised $60M in Series C Funding this year led by Scale Ventures (with participation from Sequoia, IVP, and others) to build the Future of Developer Experience. You can read more about it here.

💼 Job Summary:
We’re looking for a Senior Customer Success Manager to join our growing Customer Success team.

As a Sr. CSM at Cortex, you’ll be the strategic partner for some of our largest and most sophisticated customers — ensuring they realize tangible business outcomes while also navigating the technical depth of our platform and the broader engineering ecosystem. You’ll build deep relationships across all levels of a customer’s organization, from hands-on engineering leaders to C-suite executives.

Success in this role requires an exceptional ability to bridge technical expertise with strategic business value, guiding customers both through tactical implementation details and big-picture conversations about productivity, efficiency, and ROI. You’ll be both a trusted technical advisor and an executive-level consultant.

This is a high-impact, high-ownership role perfect for someone who thrives in fast-paced environments, brings a strong technical foundation, and is passionate about delivering outcomes that matter.

💻 Responsibilities:

• Own the customer journey post-sale, leading onboarding, adoption, success, and renewal efforts across your book of strategic enterprise accounts.
• Drive value realization by helping customers align Cortex to their engineering excellence, operational efficiency, and platform modernization initiatives.
• Serve as a technical advisor by developing a deep understanding of the Cortex platform, SDLC best practices, cloud-native environments, and DevOps/Platform Engineering domains.
• Lead high-stakes conversations with executives during business reviews, expansion discussions, and renewal negotiations — tying product adoption to measurable business impact.
• Identify risks and opportunities early, and create structured action plans to drive customer health, mitigate churn, and accelerate growth.
• Advocate internally for your customers by partnering closely with Cortex Product, Engineering, and Sales teams, influencing product roadmap and strategy based on customer feedback.
• Continuously raise the bar for how Cortex drives technical adoption, customer outcomes, and operational excellence.
• Contribute to the evolution of our Customer Success motion — bringing ideas, feedback, and process improvements to help us scale a world-class CS organization.
• Travel expectation of up to 30%

✔️Qualifications: 

• 5+ years of experience in Customer Success, Solutions Engineering, or similar customer-facing roles in SaaS, with a strong preference for backgrounds in developer tools, infrastructure, platform engineering, or cloud-native technologies.
• Proven success managing large, complex enterprise accounts with a track record of driving adoption, value realization, and renewal/expansion.
• Ability to converse fluently with technical users (engineering managers, SREs, platform teams) and speak to strategic outcomes with executives (VP Eng, CTOs).
• Deep understanding of modern software development lifecycle (SDLC) practices, DevOps, cloud infrastructure (AWS, GCP, Azure), and internal platform models.
• Strong business acumen — comfortable framing technical work in terms of business impact, ROI, and strategic initiatives.
• High bias toward action, ownership mentality, and comfort operating in fast-moving, high-accountability environments.
• Outstanding communication skills — clear, confident, consultative, and empathetic.

💰 Compensation

• Starting Salary Range: $145,000 and $170,000
• On Target Commission 
• Competitive Equity Package

*Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for equity and benefits.

🌴 Perks & Benefits

• National medical, dental & vision insurance (we cover 100% for employees!)
• Unlimited PTO & flexible working hours
• 401k plan
• Gender-neutral parental leave
• $1000 yearly Learning & Development stipend
• $400 monthly perks stipend (use it on anything)
• Pet Insurance

Cortex is committed to a diverse and inclusive workplace. Cortex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please email [email protected]