Manager of Technical Success in Harrow

We’re looking for a Manager of Technical Success who’s equal parts team builder and operator. You’ll build our practice and lead a team of Technical Success Managers and Implementation Specialists, creating the playbooks, metrics, training programs, and consultative frameworks that make post‑sales technical excellence repeatable and scalable. This isn’t a “maintain what’s here” role — it’s a “build it, run it, make it better” role.

What You’ll Do

• Build and Develop the Team - Recruit, hire, coach and lead TSMs and Implementation Specialists. Create training and enablement programs — including consultative skills like discovery, scoping, and expectation management. Coach the team through complex situations, jump in when needed, and foster a high‑accountability, customer‑first culture.
• Create the Operating System - Define and own the KPI framework focused on leading indicators (time to first successful scan, deployment success rates, use case achievement, feature adoption, integration activation, rework/escalation rates). Build dashboards, a weekly operating cadence, and capacity models that evolve as we scale.
• Standardize and Document - Build implementation playbooks and templates by complexity tier — from straightforward deployments to multi‑phase enterprise rollouts. Embed a consultative approach into every engagement: proper requirements gathering, stakeholder alignment, and realistic timelines — before work begins. Define clear cross‑functional handoffs across Presales, Sales, CS, and Support.
• Lead Escalations - Own a consistent escalation framework: scope validation, recovery plans, timeline resets, and executive communication. When implementations go sideways, step in as the player/coach — lead discovery, realign requirements, and get things back on track.
• Scale with Automation and AI - Convert repetitive work into playbooks, automation, or AI‑assisted workflows. Build trigger‑based motions driven by product telemetry. Improve consistency without requiring linear headcount growth.

What You Bring

• 4‑6+ years in SaaS post‑sales technical roles (Technical Success, Implementation, TAM, Solutions Engineering, Delivery Consultancy, Technology Adoption) with enterprise experience.
• 3+ years building and leading teams — hiring, developing, and performance‑managing technical teams.
• Hands‑on experience leading complex SaaS implementations – multi‑phase, multi‑stakeholder rollouts where you’ve been in the weeds.
• Strong consultative skills – discovery, requirements alignment, expectation setting, and accountability to scope and timelines.
• Track record of creating training programs, documentation, and KPI frameworks from scratch.
• Clear communicator who can translate complex technical situations into simple, actionable terms.

Nice‑to‑Have

• Experience with ITAM, IT discovery platforms, CMDB concepts, or enterprise IT environments.
• Background in IT service management, IT operations, infrastructure, security, or systems integration.
• Experience with product telemetry, health scoring, and tools like Salesforce, Gainsight, Jira, or Confluence.
• Experience implementing automation or AI‑enabled workflows in post‑sales operations.

What Success Looks Like (First 6–12 Months)

• A team that’s hired, ramped, and operating with clear roles and expectations.
• Training and enablement programs in place and actively improving.
• Documented operating system with dashboards, weekly cadence, and standardised playbooks.
• Measurable improvements in deployment speed, scan success rates, use case achievement, and reduced escalations.
• At least one automation or AI initiative in production.

Our Offer

• Competitive salary aligned with market benchmarks.
• Comprehensive benefits package and performance bonus.
• Hybrid flexibility — work from home or our offices in Austin (TX) or Merelbeke (BE).
• Career growth and learning opportunities in a fast‑growing global SaaS company.
• Company events, team gatherings, and a culture focused on innovation and collaboration.

Company Info

Lansweeper is the Technology Asset Intelligence platform that transforms raw asset data into trusted, actionable insights—spanning hardware, software, cloud, IoT, and OT. With a single solution, organizations gain full visibility across their technology estate, empowering IT, security, operations and finance teams to make smarter, faster decisions.

We Help Our Customers

• Tame hybrid infrastructures
• Manage compliance risks
• Reduce complexity by delivering timely, accurate visibility and seamless integration into their ecosystems

Our Culture Is Built On Four Values

• One Team – united across boundaries
• We Care – customers and people at the center
• We Grow – learning, sharing, improving
• We Deliver – focusing on what truly matters

Team Info

You’ll join the Technical Success & Implementation team within Customer Success, collaborating closely with Technical Success Managers, Implementation Specialists, Pre‑Sales Engineers, and Product & Engineering. Team size: mid‑sized, global, with members in Austin, TX and Merelbeke, BE.

Call to Action

Ready to shape Lansweeper’s Technical Success organization and make a global impact? Click “Apply” now or share this role with someone in your network.