Technical Success Manager - Digital

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. In this role, you will also lead and manage customer-facing projects end-to-end - from defining objectives and scope, through execution and rollout, to measurable impact.

Core Responsibilities:

Portfolio & Project Ownership: Own customer adoption, health, and project execution for a scaled portfolio of digital-tier accounts, ensuring structured delivery from kickoff to impact.

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, project milestones, 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.

How Success Will Look:

Success in this role means becoming a trusted owner of digital customer outcomes, bringing structure and predictability to a high-volume segment.

• 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 Technical Customer Success, Technical Account Management, or similar customer-facing technical roles.
• Proven experience working directly with customers, driving adoption, managing relationships, and delivering measurable outcomes.
• Strong project management skills, with the ability to lead customer initiatives end-to-end, prioritize effectively, and drive execution in a structured way.
• In-depth experience with technical products or services, including familiarity with developer tools, CI/CD practices, cloud infrastructure, and modern software development processes.
• Experience managing a portfolio of accounts (1:many scaled models) rather than only high-touch 1:1 engagement is a plus.
• Ability to operate in a fast-paced, scaling environment.