Technical Customer Success Manager, AI – Ops

This is a fully remote position, open to applicants in United States.

📋 Description

• Take Ownership of Challenging Issues: Manage the support queue for the most intricate and escalated problems.

• Serve as the Technical Expert for Accounts: Engage with high-ARR or at-risk accounts to provide sophisticated technical assistance.

• Elevate Escalation Standards: Establish and uphold triage benchmarks for escalated cases.

• Facilitate Communication with Product & Engineering: Cultivate a reliable relationship to streamline communication.

• Transform Feedback into Insights: Systematize customer feedback to inform product development.

• Empower the Team: Create playbooks, decision trees, and documentation to support Customer Success and Support teams.

• Innovate with AI: Implement AI-driven workflows and automation.

⛳️ Requirements

• 3-5 years of experience in technical support, technical customer success, or solutions engineering within a B2B SaaS environment.

• Direct involvement in managing a support queue.

• Proven experience handling technically challenging or at-risk customer scenarios, including escalations and de-escalations.

• Background in fostering productive relationships with Product or Engineering teams.

• Experience in defining escalation procedures and promoting best practices across teams.

• Proficiency in APIs, webhooks, JSON/CSV, and basic SQL.

• Experience utilizing AI tools to enhance support processes.

• Excellent judgment: capable of distinguishing between a bug, a workflow issue, a training deficiency, and a product gap.

• Comfortable working with data and assisting with complex customer-facing reporting, analytics, and reconciliation requests.

• Experience in supporting technically intricate customer implementations, onboarding, integrations, and go-live activities.

• Ability to convey technical concepts and data into clear recommendations for both clients and internal stakeholders.

• Proficiency in Spanish is advantageous due to our customer demographic.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities