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The Customer Success Manager will drive customer relationships, oversee the post-sale journey, and ensure value realization across Upwind's cloud security platform, while identifying growth opportunities and managing renewals.

Own product marketing for cloud and AI security solutions, developing industry- and persona-specific messaging, sales enablement content, competitive battlecards, customer proof, and deal support. Partner closely with Product, Sales, Sales Architects, and Customer Success to improve field readiness, address objections, support live opportunities, and bring buyer feedback into positioning and product decisions.

Build and maintain scalable production infrastructure, CI/CD pipelines, and cloud platform capabilities. Design infrastructure architecture, automate manual processes, manage Kubernetes-based environments, scale databases and messaging systems, and monitor production services. The role partners with engineering teams across the product lifecycle and uses infrastructure as code, Helm, cloud technologies, and open-source tools to improve reliability, delivery, and developer experience.

Develop incident-response dashboards and SLO-based alerts, improve logging, metrics, tracing, authentication, and infrastructure observability, benchmark cloud storage, review security and network configurations, optimize costs, build application features, create infrastructure-as-code for AWS, GCP, and Azure, and support IAM needs.

Build strategic customer relationships, lead technical onboarding and cloud deployments, provide hands-on support, drive feature adoption, gather feedback, lead roadmap discussions, and partner with sales on renewals and expansions. The role advocates for customer needs across Product Management and Technical Support while helping customers realize the value of the cloud security platform.

The Technical Support Specialist will troubleshoot technical issues, provide customer support, maintain documentation, and enhance skills for effective service delivery.

The Solutions Architect will support the sales team by tailoring cloud security solutions, providing technical guidance, and managing POC engagements based on customer needs.

Serve as a technical pre-sales Solutions Architect for Upwind's cloud security platform: understand product capabilities, collaborate with sales to design tailored solutions, lead POCs, provide technical guidance through the sales cycle, and relay customer feedback to product teams.