Customer Success Lead

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What you'll own

The CS program - build it, run it

• Design and implement the CS function from the ground up: health scoring, onboarding playbooks, QBR cadence, escalation paths, tooling
• Own the health of all ~40 accounts. Know where each one stands at all times: risk, expansion potential, satisfaction
• Track and manage the metrics that matter (NRR, time-to-value, churn rate, expansion pipeline) and report on them clearly
• Define escalation standards: what information is required before routing issues to Engineering or Product, severity classification, and SLA expectations
• Maintain strong account visibility and renewal forecast confidence
• Apply MEDDICC principles to strengthen account strategy and visibility

Account strategy and execution

• Understand customer goals, pain points, and success criteria
• Translate business challenges into actionable success plans using Okteto solutions
• Proactively monitor customer health and risk signals
• Identify churn risks early and lead mitigation plans
• Build a prioritization system so you and the team spend time where it moves the needle
• Work with Sales and SAs on account strategy for complex or high-value accounts
• Drive expansion by identifying where customers are using one feature and helping them get broader value from the platform

QBR Leadership & Executive Engagement

• Own Quarterly Business Reviews (QBRs) for key customers
• Present business value, product adoption, roadmap alignment, and next-step strategy
• Engage executive stakeholders to reinforce partnership and long-term value
• Use data and insights to tell a compelling customer success story

Implementations and onboarding

• Lead or directly run technical onboarding for new customers
• Prescribe best practices for using Okteto applications effectively
• Build repeatable onboarding playbooks so the experience is consistent regardless of who executes it
• Define measurable onboarding milestones and time-to-value benchmarks

Product feedback loop

• Serve as the structured voice of the customer into product. Patterns you see across accounts — friction points, missing features, workflow gaps — should directly inform the roadmap
• Build a consistent process for capturing and surfacing customer insights, not just escalating one-off requests
• Partner closely with product on prioritization by connecting customer signal to business impact
• This is a real growth opportunity: the best CS leaders at the next stage of a company are the ones who can translate customer reality into product direction

Team leadership

• Mentor, grow and manage the two SAs day to day — clear expectations, regular feedback, smart prioritization, performance management
• Participate in decisions about team structure and future hiring
• Invest in developing the team's customer-facing skills, particularly around proactive outreach, discovery, executive communication, and information gathering quality before escalation
• Define the operating model between CS and SA functions: who owns what for pre-sale versus post-sale, and how handoffs work

What success looks like

In 60 days

• You've shipped v1 of a customer health framework
• You've met every account. You can call the health of the top 15 accurately.
• Onboarding for the next 3 customers runs through a documented playbook
• You've established a regular management cadence with the SA team (1:1s, team syncs, account reviews)

In 6 months

• NRR is up. Churn is down. You can show the work.
• There is a repeatable CS motion — onboarding, QBRs, renewals, expansion — and the team runs it
• At least 3–5 accounts have meaningfully expanded usage
• The SA team has clearer lanes and is operating more proactively
• Product is receiving regular, structured customer insight from the CS function

What we're looking for

Technical credibility (non-negotiable)

• You can hold a substantive conversation with platform engineers, SREs, and DevOps leads
• Experience with Kubernetes, microservices architecture, and developer tooling
• Familiarity with AI-native development workflows is a strong plus. This is where our customers and product are heading

CS program experience

• Highly consultative and prescriptive with customers
• You've built or formalized a CS program at a technical B2B company. We don't have this expertise in-house, we need you to bring it.
• You have demonstrable experience ensuring customers follow best practices - leading the customer not following them
• You've personally owned a broad book of accounts, SMB through enterprise, and know how to prioritize and tier attention systematically

Product partnership

• You understand that CS at a product-led company is not just retention, it's intelligence. You've fed customer insight into product in a structured way and can show what that looks like in practice.

The right profile

• You're a builder who's also a doer. You want to be in accounts and designing systems simultaneously.
• You're effective working within a small, integrated team rather than building one around you
• You communicate well in writing , our customers and our company are global and async-first
• You've worked with technical buyers (platform engineers, VP Eng, CTOs) and can adapt your approach across levels
• You have experience managing technical teams, including hiring, coaching, performance management and team culture building with distributed teams across time zones.