Senior Customer Success Manager

About Cortex

Cortex is the internal developer portal that cuts noise for developers with paved paths to production. Companies use Cortex to catalog, score, and assign action to improve service quality and velocity, so devs can get back to work that drives the business forward.

At Cortex, you’ll have a seat at the table during a pivotal growth stage, working closely with some of the most innovative engineering organizations in the world. You’ll have the autonomy to truly own your customer relationships, the opportunity to flex both your technical and strategic muscles daily, and the backing of a team that’s relentlessly customer-obsessed.

If you’re looking to join a high-performing team where Customer Success is seen as a critical, strategic function — and where your work drives real outcomes — we’d love to meet you.

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.

We are a mighty group of ~90 passionate individuals excited about building a product that developers love. We raised $60M in Series C Funding in late 2024 led by Scale with Sequoia Capital and previously raised a series B in 2023 led by IVP with Sequoia Capital.

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.

• 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 Dev Ops/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%

• 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, Dev Ops, 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,…