About this role
About the Role
Temporal's Technical Services organization is the engine that drives customer time-to-production, technical health, and durable consumption growth. The org spans Solutions Architects (presales and post-sales), Developer Success (ticket and incident response), Platform Architects (owned engagements with mission-critical customers), and a growing Professional Services team delivering billable implementation work. Together, they own the customer's technical journey from first commit through production maturity.
This role blends aspects of customer experience (CX), customer support, and customer success (CS) into a single operational role. As Senior Manager, Technical Services Operations, you'll be the operational partner to the VP of Technical Services. You'll own planning, business insights, process design, and playbook development for a multi-function org with targets spanning GRR, NDR, time-to-production, PS margin, and escalation deflection. You'll also serve as the primary owner for Technical Services tooling and data, working in close partnership with GTM Systems and GTM Analytics to power the org's operational infrastructure.
This role is ideal for an experienced post-sales, customer success, or sales engineering operations professional who combines strong data fluency with the judgment to help a VP and leadership team run a complex, multi-function org.
What You'll Do
Strategic Partnership & Planning
Serve as the operational partner to the VP of Technical Services and the Technical Services leadership team, owning the rhythm of the business, from weekly operating cadences to quarterly business reviews and annual planning cycles
Lead headcount and capacity planning across all TS functions, including staffing models for Developer Success, Platform Architects, and Professional Services
Support incentive model design and exec-level performance reporting across the org
Build and maintain utilization, margin, and attach-rate models for Platform Architects and Professional Services
Partner with Sales Operations to align on SA operating models across the presales and post-sales boundary, ensuring consistent coverage, capacity, and performance visibility across the full SA lifecycle
Data, Insights & Reporting
Design and own the TS analytics agenda, including defining reporting requirements and partnering with the GTM Analytics team to build and maintain dashboards covering time-to-production, GRR/NDR contribution, PS margin, case volume trends, escalation rates, and customer health
Curate and validate TS performance data, ensuring accuracy and consistency across systems before insights reach leadership
Identify patterns in support and engagement data that surface product signals, capacity risks, or expansion opportunities
Translate data into executive-ready narratives for QBRs, board prep, and leadership reviews
Process Design & Playbook Development
Design and document scalable operating processes across Developer Success (SLAs, escalation paths, tier routing), Platform Architect engagements, and Professional Services delivery
Build playbooks for key motions including production readiness programs, health reviews, QBR/EBR execution, and services delivery standards
Drive change management and process adoption in coordination with Enablement, ensuring new programs land cleanly across the org
Systems & Tools
Serve as the primary Technical Services stakeholder for GTM tooling — defining business requirements for Pylon (customer support platform) and Opine (SA platform) and partnering with GTM Systems on configuration, integration, and roadmap prioritization
Translate TS operational needs into clear, structured requirements that enable GTM Systems to implement and maintain tooling effectively
Partner with GTM Systems to ensure Pylon and Salesforce data flows are connected for unified customer visibility across the GTM org
What You'll Need
5–8 years of experience in post-sales operations, customer success operations, services operations, or sales engineering operations, ideally in a B2B SaaS or developer infrastructure company
Proven track record as an operational partner to a VP or senior leader, not just a functional analyst or systems admin
High data fluency with hands-on experience in SQL and BI tools, including the ability to define reporting requirements, QA outputs, and translate data into executive-ready insights
Experience designing and documenting operating processes across multi-function post-sales orgs
Familiarity with customer support platforms (Pylon, Zendesk, or equivalent) and Salesforce
Comfortable working across a technically sophisticated stakeholder set (SAs, developers, services engineers) and translating operational needs into clear system and process requirements
Proven ability to leverage AI tooling and automation including skill creation, agent design, and prompt engineering
Compensation
Estimated pay range: $128,000–$160,000
Eligible to participate in Temporal's equity plan
Temporal Technologies is an Equal Opportunity Employer. Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity.
Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you need to request a reasonable accommodation, please let your Recruiter know so we can assist.