Role Summary

Ciroos is hiring a Technical Customer Success / Customer Program Manager to own the customer program from onboarding through adoption — connecting the dots across the customer, Forward Deployed Engineering (FDE), Product, and Engineering. This is a role for someone who knows how to drive: you'll know what needs to happen, who owns it, what's blocked, what needs to be prioritized, and what comes next to keep the customer moving forward. You'll be the person making sure things don't fall through the cracks.

You need enough technical depth to be comfortable working with SRE, observability, cloud, infrastructure, integrations, and enterprise IT teams — but you are not expected to be the FDE building everything yourself. Your job is to make the entire program move.

What You'll Do

Program Ownership & Cross-Functional Orchestration

• Own the customer program end-to-end from onboarding through adoption, tracking what needs to happen, who owns it, what's blocked, and what to prioritize next.

• Drive accountability across teams: when Engineering owes something, you drive it to closure; when Product needs to make a decision, you get it in front of them; when priorities compete, you help create clarity.

• Coordinate complex, multi-stakeholder technical deliverables to a clean finish — for example, driving an enterprise security questionnaire (such as a Splunk-integration review covering data retention, permissions, token encryption, and incident response) from a draft with open “pending engineering confirmation” items to a fully-owned, sign-off-ready response, assigning clear owners and chasing each item to closure.

• Maintain a single source of truth on program status — open items, owners, and dates — so nothing depends on memory or gets lost between Slack threads, docs, and meetings.

Customer Relationship & Value Delivery

• Build strong relationships with customers, understand what success looks like for them, and keep them engaged throughout onboarding and adoption.

• When the customer is waiting, make sure they always know exactly where things stand — proactive, clear, and specific status, not “checking on it.”

• Make sure Ciroos is delivering measurable value against what the customer actually cares about, not just what was scoped at kickoff.

Technical Fluency & Escalation Support

• Engage credibly with customer SRE, observability, cloud/infrastructure, security, and enterprise IT stakeholders — understanding enough of the technical substance (integrations, permissions, data handling, deployment mechanics) to keep a conversation moving without needing to build the solution yourself.