Technical Customer Success Lead

Company Overview

At Eon, we’re transforming cloud backups into useful assets for the first time ever. Backed by prominent investors and industry leaders, our groundbreaking Cloud Backup Posture Management (CBPM) platform offers instant visibility and access across all cloud environments, turning every backup into a searchable, accessible tool. We’re an ambitious, collaborative team driven to redefine what’s possible in cloud technology. Join us, and see how your contributions can directly shape the future of backup.

Position Overview

We’re looking for a Technical Customer Success Lead who thrives at the intersection of technology and customer engagement. This role is critical to ensuring our customers are successful with Eon’s solutions—from onboarding and implementation to long-term value realization. You will play a pivotal role in shaping and scaling our customer success strategy while also supporting pre-sales efforts, working cross-functionally with sales, product, engineering, and solution architecture teams.

Key Responsibilities

• Customer Engagement & Success

  • Serve as the primary technical contact for a portfolio of strategic customers.
  • Conduct regular check-ins, QBRs, and deep dives with customers to ensure satisfaction, drive adoption, and service as the voice of the customer.
  • Develop and maintain customer satisfaction metrics including NPS and health scores.

  Technical Advocacy & Support

  • Troubleshoot and resolve customer issues in collaboration with engineering and support teams.
  • Document and communicate product updates, bug fixes, and best practices to customers.
  • Proactively share product improvement opportunities based on customer feedback.

  Success Infrastructure Development

  • Build scalable customer success playbooks, onboarding processes, and knowledge base resources.
  • Create reporting mechanisms to track adoption, usage trends, and health indicators across customer accounts.

  Cross-Functional Collaboration

  • Partner with Sales and Solutions Architects during pre-sales engagements to assess customer requirements and demonstrate product capabilities.
  • Interface with Product Management and Engineering to escalate and prioritize customer needs.
  • Provide input on roadmap planning based on customer usage patterns and feature requests.

Qualifications:

• Must-Have:

  • 5+ years of experience in technical customer success, solutions architecture, or technical account management roles.
  • Experience working with at least one major public cloud platform (AWS, Azure, or GCP)—more than one is a significant advantage.
  • Basic understanding of data protection, backup, and disaster recovery concepts.
  • Strong troubleshooting and problem-solving skills with basic programming/scripting capabilities (e.g., Python, Bash, PowerShell).
  • Excellent written and verbal communication skills with a customer-first mindset.
  • Attention to detail - obsession with great customer facing content.
  • Ability and willingness to travel periodically for customer visits and events.

  Nice to Have:

  • Experience with cloud-native data protection tools or infrastructure automation.
  • Familiarity with customer success platforms and CRM tools (e.g., Salesforce).
  • Track record of working in high-growth startup environments.

Why Join Us?

• Be part of a passionate and innovative team driving change in the cloud backup space.
• Opportunity for professional growth in a fast-paced startup environment.
• Competitive salary and benefits package.