Technical Customer Success Manager

We’re seeking an experienced Technical Customer Success Manager to help drive anytime, anywhere, any-device productivity with Parallels. You’ll onboard, train, and support customers as their primary contact to ensure they get the most from our products.

As a Technical Customer Success Manager, you will be responsible for:

Customer Success & Relationship Ownership

• Be the customer’s primary technical advocate and point of contact throughout the post-sales lifecycle.
• Track and report customer data throughout the customer journey, usage patterns, technical maturity, and risk indicators.
• Conduct regular touchpoints, technical QBRs, and health checks, offering optimization strategies and new use case scenarios.
• Partner closely with our world-class Sales Team to ensure timely renewals and identify expansion opportunities. 

Customer Engagement & Onboarding Process

• Lead technical onboarding for new customers, aligning Parallels RAS Implementation with business and infrastructure goals.
• Deliver customized training, walkthroughs, and architectural reviews to accelerate adoption.
• Develop and execute onboarding plans to ensure a seamless implementation of the infrastructure software.
• Gather customer requirements and align them with best practices for deployment. 

Technical Implementation & Infrastructure Advisory

• Assist customers in setting up, configuring, and integrating RAS with their existing infrastructure.
• Provide guidance on security, networking, and performance best practices in relation to RAS configuration.
• Troubleshoot installation and configuration issues, ensuring successful deployment.
• Automate or document common deployment scenarios to streamline onboarding.

 Documentation & Knowledge Sharing

• Create and update onboarding guides, technical documentation, and FAQs.
• Develop training materials and tutorials to help customers understand product features.
• Gather customer feedback to improve documentation and user experience. 

Technical Support & Troubleshooting 

• Identify and resolve technical issues during the onboarding process.
• Work closely with the support and engineering teams to escalate and address complex problems.
• Provide recommendations for optimizing customer environments based on best practices. 

Internal Collaboration & Continuous Improvement

• Working with product and engineering teams to relay customer feedback and feature requests.
• Contributes to the refinement of onboarding processes, automation, and tooling.
• Participates in internal discussions to improve the scalability and efficiency of onboarding.

What YOU bring to the Team:

• 3–5 years of experience in customer onboarding, implementation engineering, solutions delivery, or related roles.
• Solid understanding of infrastructure concepts, including networking, virtualization, storage, and security.
• Hands-on experience with Active Directory, DNS, firewall configuration, and system integration.
• Experience deploying solutions in cloud platforms such as AWS and/or Azure.
• Ability to understand and document technical architectures and workflows.
• Excellent verbal and written communication skills with both technical and non-technical audiences.
• Strong organizational skills, attention to detail, and customer-first mindset.

 Preferred Certifications:

• AWS Certified Solutions Architect – Associate or Professional
• Microsoft Certified: Azure Administrator or Solutions Architect
• Cisco Certifications – CCNA or CCNP

US

• Parallels helps users leverage the best technology out there, whether it’s Windows, Mac, Chrome OS, iOS, Android, or the cloud.  
• We have millions of users and decades of innovation under our belts. 
• We offer a fully remote workspace. 
• Our team is growing fast, and there’s a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in.