Digital Technical Success Manager

About Port

At Port.io, we are building an open and flexible Agentic Engineering Platform for modern engineering organizations. Following our recent $100M Series C funding round, we are in a phase of rapid hypergrowth with strong enterprise momentum. We act as the central nervous system for engineering, enabling platform teams to unify their stack and expose it as a governed layer through golden paths for developers and AI agents. By combining rich engineering context, workflows, and actions, we help organizations transition from manual processes to autonomous, AI-assisted engineering workflows while maintaining control and accountability. As a product-led company, we believe in building world-class platforms that fundamentally shape how modern engineering organizations operate.

About Your Day-to-Day

As a Digital Technical Success Manager, you will play a meaningful role in driving customer adoption and value realization for Port's digital-tier customers. You will work closely with Digital Success, Account Managers, Solution Architects, and Support teams, take ownership over customer health and adoption outcomes for a scaled portfolio, and help transform complex challenges into clear, structured outcomes.

This role is unique: As the first dedicated owner for this segment, you will transform how our digital-tier customers engage with Port. Beyond standard support, you act as a strategic catalyst, architecting clear pathways for customers to maximize their investment and reach their full operational potential.

Responsibilities:

Guide Customers Through the Digital Customer Journey

You'll guide digital customers through Port's customer journey - Discovery, Objectives, Implementation, Rollout, and Impact - using scaled engagement models built in partnership with the Digital Success team: templated assessments, self-serve resources, office hours, automated progress tracking, and async QBRs. The goal is to deliver the same value outcomes as high-touch customers with 1:many efficiency.

Core Responsibilities

• Portfolio Management: Own customer adoption and health for a scaled portfolio of digital-tier accounts
• Playbook Innovation: Build and iterate on Digital success motions, including playbooks, templates, and automation.
• Value Realization: Drive progress by guiding customers through user story implementation and KPI achievement.
• Scaled Reporting: Deliver Quarterly Business Reviews (QBRs) in a scaled format via async video, dashboards, or 1:many sessions.
• Risk Mitigation: Rescue at-risk accounts by stepping in with structured intervention plans when digital accounts show risk signals.
• Cross-Functional Collaboration: Partner with Account Managers on renewals and expansion, and with Solution Architects on deep technical escalations.
• Product Advocacy: Champion customer feedback back to Product, identifying patterns across your portfolio.
• Data-Driven Insights: Track and report on portfolio health using data and leading indicators while leveraging the Use Case Library to help customers implement relevant stories efficiently.
  
  

• Within the first 90 days: Take full ownership of your digital account portfolio, complete onboarding, demonstrate proficiency with Port platform capabilities, and deliver your first customer interventions for at-risk accounts.
• Within 6 months: Drive measurable improvement in digital customer health metrics, build refined, digital success playbooks that reduce manual intervention, and become a go-to resource for digital customer patterns.
  
  

• 3+ years of experience in Customer Success, Technical Account Management, or related customer-facing technical roles.
• Familiarity with developer tools, DevOps, or platform engineering concepts (understanding the domain is essential).
• Experience managing a portfolio of accounts (1:many scaled models) rather than just 1:1 high-touch engagement is a bonus.
• Experience with CRM/CS tools (e.g., HubSpot, Gainsight, Planhat, BigQuery).
• Ability to operate in a fast-paced, scaling environment.
  
  

• High ownership mentality with a strong sense of structure, organization, and attention to detail.
• Data-comfortable: Ability to use signals and metrics to prioritize tasks.
• Strong Communicator: Clear and thoughtful written and verbal communication skills.
• Collaborative & Curious: A self-driven team player motivated to continuously improve.
  
  

• Experience with internal developer platforms or DevOps tooling.
• Background in B2B SaaS with enterprise and mid-market customers.
• Experience building or iterating on scaled CS programs from scratch.