Technical Customer Success Manager, API

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Oversee the complete onboarding and implementation journey for Media API clients, from the initial kickoff to a successful go-live.

• Assist clients in converting their business needs into effective API workflows, offering guidance on authentication, endpoints, webhooks, and best practices for integration.

• Diagnose technical issues, determine root causes, and collaborate with Engineering, Product, and Support when additional expertise is required.

• Manage a portfolio of API clients, primarily within the Aryeo Lite segment, acting as their main point of contact throughout the customer lifecycle.

• Track customer health, API utilization, and adoption rates to proactively identify risks, tackle obstacles, and reveal opportunities for clients to gain more value from the platform.

• Conduct periodic customer reviews as needed to align on business objectives, integration performance, adoption, and areas for enhancement.

• Act as the primary relationship steward for integration partners utilizing the Media API, facilitating partner launches and nurturing strong ongoing relationships.

• Represent the collective voice of API clients and partners by collecting, synthesizing, and relaying feedback to Product and Engineering teams.

• Advocate for enhancements in products and processes that minimize integration friction, boost customer outcomes, and heighten the scalability of the Media API experience.

• Develop and refine onboarding documents, implementation playbooks, troubleshooting manuals, and reusable customer resources.

• Serve as a technical escalation resource for Customer Success and Onboarding teams handling complex API-related challenges.

• Collaborate with Customer Success Managers to address technical issues impacting adoption, customer health, or retention for Aryeo Pro clients.

• Empower internal teams through API training, documentation, and sharing technical best practices and common troubleshooting procedures.

⛳️ Requirements

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

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

• Capable of investigating and resolving technical issues while effectively communicating findings, suggestions, and subsequent steps.

• Comfortable interacting with both technical and non-technical stakeholders, simplifying complex concepts into clear, actionable guidance.

• Strong project management and organizational abilities, capable of handling multiple customer implementations and onboarding schedules simultaneously.

• Proactive and customer-centric, demonstrating strong critical thinking, problem-solving, and relationship-building competencies.

• Ability to work collaboratively across Customer Success, Product, Engineering, Support, and other internal teams.

• Experience serving as a technical escalation point or assisting cross-functional teams with complex customer issues is preferred.

• Previous experience supporting a SaaS product with API or integration components is preferred.

• Familiarity with creating API documentation, implementation resources, or technical how-to guides is preferred.

• Experience in supporting technology or integration partners is preferred.

• Background in real estate technology, marketplaces, or media-related workflows is preferred.

🏝️ Benefits

• Competitive base salary.

• Eligible for equity awards based on factors such as experience, performance, and location.