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.

This role is unique: As the first dedicated owner for this segment, you will transform how our digital-tier customers engage with Port. Beyond standard support, you act as a strategic catalyst, architecting clear pathways for customers to maximize their investment and reach their full operational potential.

Responsibilities:

Guide Customers Through the Digital Customer Journey

You'll guide digital customers through Port's customer journey - Discovery, Objectives, Implementation, Rollout, and Impact - using scaled engagement models built in partnership with the Digital Success team: templated assessments, self-serve resources, office hours, automated progress tracking, and async QBRs. The goal is to deliver the same value outcomes as high-touch customers with 1:many efficiency.

Core Responsibilities

• Portfolio Management: Own customer adoption and health for a scaled portfolio of digital-tier accounts
• 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 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.

Professional & Technical Background

• 3+ years of experience in Customer Success, Technical Account Management, or related customer-facing technical roles.
• Familiarity with developer tools, DevOps, or platform engineering concepts (understanding the domain is essential).
• Experience managing a portfolio of accounts (1:many scaled models) rather than just 1:1 high-touch engagement is a bonus.
• Experience with CRM/CS tools (e.g., HubSpot, Gainsight, Planhat, BigQuery).
• Ability to operate in a fast-paced, scaling environment.

Personal Attributes & Mindset

• High ownership mentality with a strong sense of structure, organization, and attention to detail.
• Data-comfortable: Ability to use signals and metrics to prioritize tasks.
• Strong Communicator: Clear and thoughtful written and verbal communication skills.
• Collaborative & Curious: A self-driven team player motivated to continuously improve.

Nice to Have

• Experience with internal developer platforms or DevOps tooling.
• Background in B2B SaaS with enterprise and mid-market customers.
• Experience building or iterating on scaled CS programs from scratch.