Critical Account Program Manager

Critical Accounts Program (CAP) Manager

Location: Madrid, Spain (hybrid)

About the team

HashiCorp seeks an experienced Critical Accounts Program (CAP) Manager passionate about driving operational excellence through advanced escalation expertise and proactive risk mitigation for our clients! In this role, you will support customers by resolving complex issues beyond standard procedures, escalating concerns when necessary, and ensuring they maximize the value of HashiCorp solutions. CAP Managers play a crucial role in mitigating risks and driving positive customer outcomes.

As a CAP Manager, you will foster collaboration and alignment within the Technical Field Operations (TFO) organization and across cross-functional teams to achieve optimal customer results. Success in this role requires the ability to scale processes effectively, navigate dynamic environments, and demonstrate exceptional interpersonal skills.

What you’ll do (Responsibilities)

• Assemble and drive cross-functional teams across multiple time zones to develop and execute structured action plans that resolve critical customer issues, drive de-escalation strategies, and prevent future risks.
• Collaborate with account sales teams to proactively identify, manage, and mitigate customer consumption risks, ensuring long-term success and expansion opportunities.
• Communicate risk status effectively to both internal and external stakeholders, ensuring transparency and alignment.
• Engage executive leadership on high-risk escalations, providing visibility, strategic insight, and resolution strategies.
• Develop a deep understanding of customers’ technical environments and strategic initiatives to provide tailored guidance that aligns with business goals.
• Understand, document, and track customer risk factors to provide tailored solutions, guidance, and engagements while maintaining account health scores and escalation status using Gainsight and other internal tools.
• Own risk documentation, status tracking, dashboards, and communication between stakeholders to drive successful remediation of our customers’ risk
• Partner with leadership and operational teams to prioritize and implement efficiency improvements.
• Work cross-functionally with Support, Product, and Engineering teams to translate customer risk into feature enhancements that improve product offerings.
• Resolve technical problems and business relationship issues in critical accounts
• Work from our office in Madrid, at least 3 days per week

What you’ll need (minimum qualifications)

• Experience: +3 years of experience in Technical Account Management (TAM), Customer Success Management (CSM), Program Management, or a related customer-facing technical role.
• Technical Expertise: Technical familiarity with HashiCorp solutions or related technologies in areas such as Infrastructure Automation, Identity Management, or DevOps.
• Communication Skills: Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and articulate complex technical issues clearly to diverse audiences.
• Problem-Solving Skills: Demonstrated ability to analyze complex technical and business challenges, develop innovative solutions, and drive resolution in high-pressure situations.
• Collaboration: Experience working cross-functionally with Product Management, Support, Engineering, Professional Services, Technical Success, and Sales to drive customer success and reduce churn.
• Resilience & Adaptability: Proven ability to remain composed in high-stress situations, adapt to change, and work effectively in ambiguous environments.
• Interpersonal & Relationship Management: Strong interpersonal and relationship-building skills, with the ability to navigate diverse personalities, understand varying perspectives, and approach customer challenges with empathy and emotional intelligence.
• Remote Work & Autonomy: Comfortable working in a remote, high-autonomy environment while managing multiple high-priority escalations and coordinating cross-functionally.
• Location: commuting distance to our Madrid office in the Paseo de la Castellana

What's nice to have (preferred qualifications)

• Technical Certifications: Relevant technical certifications (Incident Management Training, Project Management Professional (PMP), SAFe Portfolio Management, ITIL) or similar frameworks are a plus.
• Enterprise Account Experience: Experience managing enterprise-level accounts, navigating complex organizational structures, and driving strategic customer engagements.
• Risk & Escalation Methodologies: Experience applying structured escalation and risk management frameworks in high-stakes customer environments.
• Project Management Methodologies: Proficiency in Agile, Waterfall, Scrum, Kanban, Lean, or hybrid project management approaches to drive efficiency in issue resolution.
• CRM & Case Management Experience: Experience working with customer relationship management (CRM) tools and case management solutions such as Gainsight or Salesforce.
• Education: Bachelor’s degree in a technical field (Computer Science, Engineering, Information Technology, IT Risk Management) or equivalent practical experience.

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