Senior Technical Customer Success Manager - Enterprise, East

Summary:

The Customer Success team at Anaconda is the primary relationship layer between our platform and the enterprise organizations that depend on it — from data scientists and ML engineers to IT architects and security teams managing open-source risk  help customers get real, measurable value from Anaconda’s product suite by building trust, showing up prepared, and staying curious about what each customer is actually trying to solve.

What You’ll Do:

• Own a portfolio of enterprise accounts. Build deep relationships across complex organizations (from data scientists and platform engineers to IT architects, security leads, and C-suite stakeholders) well beyond the initial point of contact
• Accelerate onboarding and initial adoption. Guide customers through first-use milestones: environment setup, CVE policy configuration, private repo and channel tokenization, and initial workflow adoption, coding assistant & quick start processes. Identify and resolve technical blockers before they threaten time-to-value
• Drive ongoing usage health and consumption. Monitor seat utilization, package and channel usage, and admin portal signals to identify underused licenses, stalled users, or shadow IT risk. Proactively engage the AE when usage patterns suggest expansion opportunity or churn risk
• Arrive at every customer interaction with a prepared point of view. Draw on product usage data, health scores, and technical signals to drive conversations forward and deliver clear value at each touchpoint
• Own the technical inputs to account health scoring. Surface risk early (unresolved CVE exposure, blocked package access, unmanaged environments) and coordinate mitigation plans with the RM, Support, and FDE
• Act as the voice of the customer to Product and Engineering. Channel technical requirements, competitive intelligence, and enhancement requests. Partner with Solutions Engineering on where Anaconda complements or competes with adjacent platforms in the customer’s stack
• Build the technical narrative for QBRs and executive engagement. Partner with the account team to document use cases, quantify value delivered (time saved, risk reduced, packages secured), and make the business case stick at the executive level
• Support renewal and expansion. Bring technical proof points into renewal conversations (usage data, security posture improvements, workshop outcomes), advise the RM on churn forecast based on adoption and usage signals, and flag technical expansion whitespace; new teams, new use cases, adjacent workloads; to the AE for commercial pursuit
• Use AI as a force multiplier. Build AI-enabled success approaches the team actually adopts. Know where AI belongs in the customer motion and where human judgment stays central. Your standard becomes the team’s standard
• Contribute to playbook development and team infrastructure. Senior TSMs are expected to leave the function stronger than they found it through documentation, engagement templates, peer coaching, and process improvements that raise overall team performance
• Mentor and coach less experienced team members through account reviews, technical strategy sessions, and informal guidance. Translate personal experience into repeatable, teachable approaches
• Operate within a Go-To-Market pod. Sit alongside the Account Executive, Renewal Manager, Solutions Engineer, and other pod roles (FDE, BDR, TAM where applicable) under a shared pod leader. Attend weekly pod and pipeline meetings and collaborate closely with the AE on account plans, customer relationships, and QBRs

What Success Looks Like:

• Net revenue retention (NRR) across your enterprise portfolio
• Customer health score trends and reduction in at-risk accounts
• Time-to-value and adoption depth across your book of business
• Quality…