Technical Customer Success Manager, API

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

📋 Description

• Oversee the complete onboarding and implementation process for Media API customers, from the initial kickoff to go-live.

• Convert business requirements into API workflows and provide guidance on authentication, endpoints, webhooks, and best practices for integration.

• Diagnose technical issues, determine root causes, and collaborate with Engineering, Product, and Support teams.

• Manage a portfolio of API customers, focusing primarily on Aryeo Lite customers throughout their lifecycle.

• Track customer health, API usage, and adoption to pinpoint risks, obstacles, and opportunities.

• Conduct regular customer reviews that address business objectives, integration performance, adoption rates, and areas for improvement.

• Act as the primary relationship manager for Media API integration partners and assist with partner launches.

• Collect and communicate API customer and partner feedback to Product and Engineering teams.

• Champion product and process enhancements that minimize integration friction and enhance scalability.

• Develop onboarding documentation, implementation playbooks, troubleshooting guides, and reusable resources for customers.

• Function as a technical escalation point for members of the Customer Success and Onboarding teams.

• Collaborate with Customer Success Managers to address technical challenges affecting customer adoption, health, or retention.

• Empower internal teams through API training, documentation, and technical best practices.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success, Implementation, Solutions Engineering, Technical Account Management, or a related customer-facing position.

• Practical experience with REST APIs, webhooks, authentication techniques, and integration workflows.

• Proficient in investigating and resolving technical issues and effectively communicating findings, recommendations, and actionable next steps.

• Capability to engage with both technical and non-technical stakeholders, simplifying complex concepts into actionable guidance.

• Strong project management and organizational abilities to handle multiple implementations and onboarding schedules.

• Excellent critical thinking, problem-solving, and relationship-building skills.

• Ability to collaborate with Customer Success, Product, Engineering, Support, and other internal teams.

• Preferred experience in acting as a technical escalation point or aiding cross-functional teams with complex customer challenges.

• Preferred experience in providing support for a SaaS product featuring API or integration components.

• Preferred experience in creating API documentation, implementation materials, or technical how-to guides.

• Preferred experience in supporting technology or integration partners.

• Preferred experience in real estate technology, marketplaces, or media-related workflows.

• U.S. employees may reside in any of the 50 United States, with some exceptions.

🏝️ Benefits

• Work remotely from a location of your choice, as there is no permanent corporate office.

• Equity awards based on your experience, performance, and location.

• Enjoy flexible distributed work through Cloud HQ.

• Equal employment opportunity and support for disability accommodations.