About the roleThe Technical Customer Success Manager (CSM) at CData serves as the primary owner and technical advisor for customers from contract signature through onboarding, adoption, renewal, and expansion. This role blends deep technical expertise with customer success ownership, ensuring customers achieve value, stability, and scalability from CData’s connectivity, integration, and data access products.The CSM leads and orchestrates all post-sales activity by coordinating Onboarding Specialists, Support, Product, Engineering, Sales, and Marketing, while maintaining a single accountable owner for customer outcomes.What you'll doServe as the primary technical and customer success owner for assigned accountsLead customer kickoff, onboarding, and success planning from Day 1Own and maintain a living Success Plan, including onboarding milestones, adoption goals, and renewal readinessExecute Customer Success playbooks across onboarding, adoption, risk management, renewal, and expansionProvide regular leadership updates on account health, risks and blockers, mitigation plans, and next stepsDevelop deep knowledge of each customer’s architecture, use cases, and business objectivesAdvise customers on best practices for implementing and scaling CData products, including:CData Sync / ReplicationCData Connect & Connect AIAPI ServerJDBC, ODBC, and ADO.NET driversProvide technical guidance on:Authentication and security modelsPerformance tuning and query optimizationHigh availability, scaling, and fault toleranceCloud, hybrid, and on-prem architecturesPartner with Onboarding Specialists to ensure timely onboarding and time-to-valueTrack and drive adoption metrics such as active connectors, data sources integrated, query volumes, and sync jobsProactively identify risks, anti-patterns, and adoption gaps and drive mitigation plansIdentify and execute opportunities to expand usage across teams, workloads, and productsAct as the technical escalation owner for assigned accountsCoordinate with Support and Engineering to drive issue resolutionTranslate complex technical issues into clear, customer-ready communicationMaintain customer health scores and risk indicators, ensuring mitigation ahead of renewal cyclesPartner with Sales on renewals and expansion motionsLead QBRs and executive reviews, presenting ROI, value delivered, and future roadmapAct as the voice of the customer to Product and EngineeringCapture and document customer feedback, gaps, and feature requestsDevelop customer success stories and case studiesCreate reusable customer success assets, including best-practice guides, reference architectures, playbooks, and FAQsQualificationsMust Have:Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent experience5+ years in Technical Customer Success, Solutions Architecture, Integration Engineering, or similarStrong hands-on experience with:SQL and relational databases (Snowflake, SQL Server, Postgres, Oracle, etc.)REST APIs, OAuth, tokens, pagination, and rate limitsData integration, replication, or ELT pipelinesJDBC / ODBC / ADO.NETAbility to troubleshoot multi-system, production-grade environmentsStrong written and verbal communication with engineers and executivesProven ability to manage complex accounts with multiple stakeholdersNice to Have:Experience with AWS, Azure, or GCPFamiliarity with modern data stacks (BI, analytics, warehouses, orchestration)Knowledge of enterprise security (SSO, certificates, private networking)Experience with SaaS, data platforms, or integration products
