Customer Success Manager Edtech Jobs in Silver Spring, MD

Antithesis is not a traditional SaaS product, and this is not a traditional Customer Success role. Our customers are software engineers, engineering managers, architects, and technical leaders. They are adopting a fundamentally different approach to software testing and reliability engineering. Success requires more than implementation. It requires changes to workflows, processes, testing strategies, and engineering habits.

As a Customer Success Manager, you will help customers successfully adopt and operationalize Antithesis within their engineering organizations. You will work closely with customers, Forward Deployed Engineers, Product, and Account Management to ensure customers achieve meaningful outcomes and realize long-term value from the platform. This role sits at the intersection of technology, customer success, and organizational change. The strongest candidates will be technically credible, customer-focused, and skilled at helping teams adopt new ways of working.

As a Customer Success Manager at Antithesis, you are responsible for customer adoption, value realization, customer health, and long-term success. You will serve as the primary post-sale relationship owner for your customers, helping them navigate onboarding, operational adoption, stakeholder alignment, workflow integration, and ongoing value realization. You will partner closely with Forward Deployed Engineers who lead technical implementation and consulting engagements, while Account Managers own commercial strategy, renewals, and expansion opportunities.

Your role is to help customers achieve outcomes. That means understanding what success looks like for each customer, building a plan to achieve it, identifying obstacles, driving accountability, and helping engineering organizations integrate Antithesis into how they build, test, and release software. You will also play an important role in shaping the future of the product by translating customer experiences, adoption challenges, and feedback into actionable insights for Product and Engineering. Travel is expected periodically for customer meetings, workshops, and strategic engagements.

As a Customer Success Manager at Antithesis you will be responsible for:

• Leading Customer Onboarding and Operationalization: Guide customers through onboarding in partnership with Forward Deployed Engineering, ensuring successful implementation, clear success criteria, and a path to long-term adoption and value realization.
• Driving Product Adoption: Help customers successfully adopt Antithesis by aligning the platform to their goals, driving engagement, removing adoption barriers, and supporting the integration of Antithesis into their engineering workflows.
• Driving Value Realization: Partner with customers to define success, measure outcomes, and demonstrate the value delivered through the Antithesis platform.
• Monitoring Customer Health and Managing Risk: Monitor customer health, identify risks early, and proactively develop plans to improve adoption, address challenges, and drive long-term customer success.
• Proactively Managing Customer Relationships: Serve as the primary post-sale relationship owner for assigned accounts, building trusted relationships with engineers, engineering leaders, and executive stakeholders.
• Developing and Executing Customer Success Plans: Create and manage customer success plans that define goals, milestones, responsibilities, and success metrics while helping customers stay on track toward desired outcomes.
• Leading Quarterly Business Reviews (QBRs): Lead QBRs that demonstrate value delivered, review progress against goals, align stakeholders, and establish priorities for future success.
• Capturing and Communicating Product Feedback: Gather customer feedback and communicate insights to Product and Engineering teams to help inform product direction and improve the customer experience.
• Developing Customer Advocacy: Cultivate customer advocates through references, testimonials, case studies, speaking opportunities, and participation in customer advisory programs.
• Facilitating Cross-Functional Collaboration: Partner closely with Forward Deployed Engineering, Product, Support, and Account Management teams to deliver a coordinated and successful customer experience.
• Managing Escalations: Act as the primary customer advocate during critical issues, coordinating communication and resolution efforts across internal teams.

Our ideal Customer Success Manager will have:

• 10+ years of professional experience, ideally within software, infrastructure, developer tooling, or high-growth technology companies.
• 4+ years of experience in Customer Success, Technical Account Management, Solutions Consulting, Account Management, or similar customer-facing roles within a B2B technology company.
• Strong technical proficiency with the ability to understand complex software systems and engage credibly with engineering teams.
• Strong understanding of software development, testing, DevOps, cloud infrastructure, or distributed systems concepts.
• Experience driving adoption of complex technical products within engineering organizations.
• Experience helping customers operationalize new technologies and workflows.
• Experience developing success plans and guiding customers toward measurable outcomes.
• Ability to influence stakeholders and drive accountability without direct authority.
• Strong communication, relationship-building, facilitation, and problem-solving skills.
• Ability to navigate ambiguity and operate effectively in a fast-moving environment.
• Ability to travel up to 25%.

Preferred Qualifications:

• Former software engineer, solutions architect, technical account manager, or similarly technical customer-facing professional.
• Experience working with developer tools, infrastructure platforms, observability products, testing platforms, cloud technologies, databases, or distributed systems.
• Experience leading organizational change, technology adoption, or workflow transformation initiatives.
• Bachelor's degree in Computer Science, Engineering, or a related technical discipline.