Technical Customer Success & Deployment Lead | Contract | Remote US

The Role:

We are looking for a Technical Customer Success & Deployment Lead for a project based assignment to turn committed pilots and customer deployments into successful implementations, measurable adoption, and long-term product value.

This is a customer-facing, enterprise-oriented role that sits at the intersection of customer success, implementation, technical delivery, product, and engineering.

You will own the operating relationship once an opportunity becomes a committed pilot or deployment. That includes onboarding, readiness, implementation planning, stakeholder coordination, adoption, issue triage, escalations, and ensuring customer feedback makes its way back into the product organization.

This is not a traditional support role or a quota-carrying sales position. You will be responsible for creating structure around complex customer deployments while protecting engineering teams from fragmented or unmanaged customer requests.

Key Responsibilities:

Own the customer operating cadence from pilot kickoff through deployment, adoption, and final pilot decision

Build and manage implementation plans, readiness checklists, milestones, dependencies, success criteria, and ownership matrices

Lead customer kickoffs and recurring deployment and status meetings

Coordinate dependencies across customers, GTM, Product, Partner Engineering, Security, Legal, and engineering delivery teams

Ensure each deployment has clear owners, timelines, risks, escalation paths, and measurable success criteria

Track customer usage, adoption, product health, risks, decisions, commitments, incidents, and follow-up actions

Surface blockers early and drive accountability across internal and external stakeholders

Triage customer issues into the appropriate category, including support, configuration, integration, product defect, roadmap request, or commercial discussion

Route technical and product issues to the correct internal owner with clear context and supporting information

Own customer-facing status updates and escalation communications during deployments and operational incidents

Help customers understand the distinction between existing product capabilities, configuration, integration work, and future roadmap items

Capture structured customer feedback and ensure Product and Engineering close the loop on decisions and learnings

Monitor customer health and adoption signals and identify risks to successful deployment or expansion

Develop reusable onboarding guides, implementation playbooks, runbooks, training materials, FAQs, and customer handoff processes

Drive pilots toward a clear outcome, including expand, convert, continue learning, pause, or exit

Required Skills:

Strong experience in enterprise technical customer success, implementation, solutions delivery, technical program management, or a similar customer-facing technical role

Experience working with platform, SaaS, API-driven, integration-heavy, or technical enterprise products

Demonstrated experience leading complex customer implementations or deployments from kickoff through production adoption

Strong ability to coordinate business, executive, product, engineering, security, and technical stakeholders

Experience creating and managing implementation plans, milestones, dependencies, risks, ownership models, and escalation processes

Strong technical fluency with APIs, integrations, environments, system dependencies, and common software delivery concepts

Ability to understand and communicate technical issues without needing to be the engineer implementing the solution

Strong issue-triage skills and the ability to distinguish between configuration problems, integration issues, product defects, roadmap requests, and commercial concerns

Experience managing customer escalations and communicating clearly during high-pressure delivery or operational situations

Strong written and verbal communication skills, particularly with enterprise customers and senior stakeholders

Ability to turn ambiguous customer requests into structured, actionable information for Product and Engineering

Strong organizational discipline and attention to detail across multiple simultaneous customer commitments

Comfort working in an early-stage or rapidly evolving environment where implementation and customer-success processes are still being developed

Nice to have:

Experience supporting identity, security, infrastructure, DNS, registry, or other technically complex platform products

Experience working with enterprise API integrations

Experience supporting customer pilots, proofs of concept, or phased production rollouts

Familiarity with customer health metrics, adoption reporting, and implementation analytics

Experience working closely with solutions engineering, product management, and engineering teams

Experience building customer onboarding or implementation processes from the ground up

Familiarity with security, compliance, and enterprise procurement processes

Experience supporting strategic enterprise customers with complex organizational structures

What Success Looks Like

Within your first several months, you will have:

Established a repeatable pilot and deployment process with clear plans, ownership, milestones, risks, and escalation paths

Created standardized kickoff, readiness, RACI, success-measurement, and deployment templates

Brought visibility to active deployments, adoption, risks, issues, and customer health

Established a consistent operating cadence for priority customers and pilots

Improved the quality and structure of issues routed to Product and Engineering

Reduced fragmented customer requests and unnecessary interruptions to engineering teams

Created reusable onboarding, training, handoff, and deployment materials

Established a structured customer-feedback loop into Product and Engineering

Helped customers reach first value more predictably

Ensured pilots conclude with clear evidence and an explicit decision on whether to expand, convert, continue learning, pause, or exit

Employment type:

Contract

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

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