Technical Success Manager

Technical Success Manager

Ghent, Belgium · Hybrid (3 days onsite/week) · Full-time

Context & Impact

Lansweeper is expanding its post-sales motion and investing in the people who make customers successful for the long term. This Technical Success Manager role exists to own the technical dimension of customer success — ensuring that customers not only adopt the Lansweeper platform but derive continuous, measurable value from it across their IT, OT, cloud, and IoT environments.

The Technical Success Manager (TSM) owns the technical relationship for a portfolio of enterprise clients. Your focus is to drive retention and growth through technical enablement and adoption, ensuring the value of Lansweeper is maximised for clients.

You are proactive and take ownership by building client and internal relationships, acting quickly on what you see in interactions and data, rather than waiting for your insight and support to be requested by a colleague or client. Good judgement about where and when to spend time is core to this role.

You will strengthen customer environments, guide best practice configuration, support new feature adoption, and elevate the technical maturity of your Customer Success peers

AI Fluency

At Lansweeper, we are building an AI-native engineering culture. We expect all engineers to actively use AI tools to enhance productivity and quality across the software development lifecycle, including coding, testing, documentation, and system design. Candidates should be comfortable working with AI-assisted workflows and continuously evolving their approach as tools and practices advance.

The Challenge

The main challenges you'll face are:

• Driving deep technical adoption in complex, heterogeneous IT environments where customers have varying levels of maturity and readiness — translating Lansweeper's capabilities into tangible outcomes takes both technical depth and strategic patience.

• Scaling your impact across a portfolio — balancing high-touch engagement for strategic accounts while maintaining consistent coverage across a broader book of business, without sacrificing quality.

• Influencing without authority — partnering with Sales, Support, and Product teams to advocate for customers and drive internal action, in an organization that moves fast and values data-backed decisions.

Key Responsibilities

Develop Client Technical Coverage

• Build a working technical understanding of each account's requirements and use cases.

• Maintain key information, documentation and data points that allow you or a colleague to understand each client quickly.

• Identify gaps in understanding, develop and implement plans to close them.

• Build a working understanding of each client's broader IT architecture, network topology, hybrid or cloud infrastructure, and integrations with ITSM, SIEM, or CMDB tooling, so recommendations are grounded in the client's real environment, not just their Lansweeper instance.

Proactive Client Engagement

• Initiate technical touchpoints and health checks across your portfolio on a scalable, organised cadence.

• Prioritise time and attention toward accounts where deeper technical engagement adds the most value (e.g. strategic, at-risk, or complex).

• Bring configuration, optimisation, and recommendations proactively, using available data and your own knowledge to identify those opportunities.

• Own adoption as a measurable outcome per account, identify underused capability against the client's actual use case, and build a structured plan to close the gap.

Systems Thinking

• Continuously seek to improve the effectiveness of the Technical Success team, finding opportunities to improve scale, repeatability, accuracy, and client value.

• Strive to elevate your value by leveraging AI to enhance your productivity wherever possible.

• Use, and give feedback on, the playbooks, templates, tools and processes the wider team maintains.

Technical Leadership

• Act as a trusted technical advisor, shaping each client's Lansweeper roadmap and broader operational strategy rather than only executing configuration requests.

• Lead configuration, tuning, and optimisation of the Lansweeper platform, aligned to client goals across visibility, security posture, and operational efficiency.

• Proactively engage internal colleagues and data sources to unblock clients either directly, or by advocating for their needs internally.

• Take ownership of troubleshooting configuration, performance, and data-integrity issues.

• Stay current on product releases and translate new features into adoption guidance for customers.

Cross-Functional Collaboration

• Collaborate closely with CSM peers as a technical resource, identify and share client feedback and patterns as part of Voice of Customer efforts, and engage in joint account activities (e.g. onboarding, QBRs, success planning)

• Collaborate with Product, Engineering, Sales, Support, and Partners to align customer needs with technical capabilities.

Who You Are

• Customer focused and motivated by delivering meaningful outcomes.

• Proactive and ownership driven, with good judgment about where to invest deep effort versus move efficiently.

• Confident engaging clients directly and advocating for them internally.

• Highly skilled in configuration, optimisation, troubleshooting, and explaining technical concepts clearly.

• Curious and forward-thinking, committed to staying current on new features and best practices.

• You see how AI can enhance your impact, and are keen to use it.

Key Requirements

Hard Skills

• 4+ years in roles such as Systems Administrator, Network Engineer, Solutions Architect, or similar.

• Strong understanding of networking, IT asset discovery, system administration, and troubleshooting.

• Experience with SaaS platforms or complex IT environments.

• Excellent communication and documentation skills.

• Demonstrated ability to manage a varied workload while prioritising effectively.

• Experience in consultative client engagements.

• Relevant technical certifications (e.g. CCNA, Windows Server Administrator, RHCSA/LPIC, Azure Administrator, AWS CloudOps etc)

Soft Skills

• Experience with network discovery, security, or ITAM tools.

• Hands-on experience with Lansweeper.

• Familiarity with CRM or Customer 360 systems.

• Experience with process improvement (e.g. Lean Six Sigma)

• IAITAM certification

• Knowledge of Jira, Confluence, ITIL.

AI-Specific Skills

Lansweeper is an AI-native company. In this role, AI fluency is both a strategic and operational expectation — not a nice-to-have.

You will be expected to leverage AI tools embedded in the customer success workflow to monitor portfolio health at scale, identify adoption risk signals, and generate proactive outreach informed by data. Strategically, you will help customers understand how Lansweeper's AI-powered intelligence capabilities apply to their environments — and you will use AI to accelerate the quality and personalization of customer engagement across your book of business.

This means you should be comfortable working with AI-assisted platforms, prompting effectively, interpreting AI-generated insights