Customer Success Technical Architect (CSTA) - Senior Manager - Confluent

**Introduction** At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact.Success in Global Sales is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference. **Your role and responsibilities** As a Customer Success Technical Architect (CSTA) Senior Manager at Confluent, you will lead a team of CSTAs, Team Leads and/or Managers supporting customer accounts across one or more Sales territories. You will sit on the CSTA leadership team and play a key role in translating theater priorities into execution across portfolio health, team performance and customer outcomes. This role is best suited for a leader who can move seamlessly between territory operations, customer risk management, people leadership and process improvement. What You Will Do: ● Set clear, high-performing goals for your team and drive accountability for results across customer health, renewals, expansion and adoption within your assigned territories. ● Built front-line leadership and strong technical talent via coaching, mentoring, career development and performance management. ● Forecast portfolio health and capacity needs for your territories and make staffing and coverage decisions aligned to budget and business demand. ● Partner closely with Sales and Customer Solutions peers to monitor business performance, manage risk and support successful renewals and expansion. ● Serve as a senior escalation point for customer situations in your scope, joining internal and external discussions as needed to protect customer satisfaction and business outcomes. ● Drive programs and process improvements that increase the effectiveness, value and scalability of the CSTA offering within your area of responsibility. **Required technical and professional expertise** ● Demonstrated success managing technical or Customer Success teams in an enterprise SaaS environment. ● Strong leadership capability in developing front-line leaders and senior individual contributors. ● Excellent judgment in handling stakeholder escalations, balancing multiple customer situations, and driving results across competing priorities. ● Strong operational discipline, including forecasting, capacity planning and territory-level business management. ● Collaborative spirit, outstanding consulting & relationship management skills and ability to rapidly switch context. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.