Manager of Technical Success

Manager of Technical Advisory Practices Team Builder | Operator | Player/Coach

We're looking for a Manager of Technical Success who's equal parts team builder and operator. You'll build our practice and lead a team of Technical Success Managers and Implementation Specialists, creating the playbooks, metrics, training programs, and consultative frameworks that make post-sales technical excellence repeatable and scalable.

This isn't a "maintain what's here" role — it's a "build it, run it, make it better" role.

Build and Develop the Team — Recruit, hire, coach and lead TSMs and Implementation Specialists. Create training and enablement programs — including consultative skills like discovery, scoping, and expectation management. Coach the team through complex situations, jump in when needed, and foster a high-accountability, customer-first culture.

Create the Operating System — Define and own the KPI framework focused on leading indicators (time to first successful scan, deployment success rates, use case achievement, feature adoption, integration activation, rework/escalation rates). Build dashboards, a weekly operating cadence, and capacity models that evolve as we scale.

Standardize and Document — Build implementation playbooks and templates by complexity tier — from straightforward deployments to multi-phase enterprise rollouts. Embed a consultative approach into every engagement: proper requirements gathering, stakeholder alignment, and realistic timelines — before work begins. Define clear cross-functional handoffs across Presales, Sales, CS, and Support.

Lead Escalations — Own a consistent escalation framework: scope validation, recovery plans, timeline resets, and executive communication. When implementations go sideways, step in as the player/coach — lead discovery, realign requirements, and get things back on track.

Scale with Automation and AI — Convert repetitive work into playbooks, automation, or AI‑assisted workflows. Build trigger-based motions driven by product telemetry. Improve consistency without requiring linear headcount growth.

Requirements

• 4-6+ years in SaaS post-sales technical roles (Technical Success, Implementation, TAM, Solutions Engineering, Delivery Consultancy, Technology Adoption) with enterprise experience.

• 3+ years building and leading teams — hiring, developing, and performance-managing technical teams. This is the big one.

• Hands‑on experience leading complex SaaS implementations — multi-phase, multi‑stakeholder rollouts where you've been in the weeds.

• Strong consultative skills — discovery, requirements alignment, expectation setting, and accountability to scope and timelines.

• Track record of creating training programs, documentation, and KPI frameworks from scratch.

• Clear communicator who can translate complex technical situations into simple, actionable terms.

Nice-to-Have

• Experience with ITAM, IT discovery platforms, CMDB concepts, or enterprise IT environments.

• Background in IT service management, IT operations, infrastructure, security, or systems integration.

• Experience with product telemetry, health scoring, and tools like Salesforce, Gainsight, Jira, or Confluence.

• Experience implementing automation or AI‑enabled workflows in post‑sales operations.

What Success Looks Like (First 6–12 Months)

• A team that's hired, ramped, and operating with clear roles and expectations.

• Training and enablement programs in place and actively improving.

• Documented operating system with dashboards, weekly cadence, and standardized playbooks.

• Measurable improvements in deployment speed, scan success rates, use case achievement, and reduced escalations.

• At least one automation or AI initiative in production.

• Competitive salary aligned with market benchmarks.

• Comprehensive benefits package and performance bonus.

• Hybrid flexibility — work from home or our offices in Austin (TX) or Merelbeke (BE).

• Career growth and learning opportunities in a fast‑growing global SaaS company.

• Company events, team gatherings, and a culture focused on innovation and collaboration.

Lansweeper is the Technology Asset Intelligence platform that transforms raw asset data into…