Technical Customer Success Manager

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

📋 Description

• Cultivate and manage relationships with a portfolio of key enterprise clients, including large and intricate accounts with significant ARR.

• Serve as the trusted advisor and main point of contact for both business and technical stakeholders.

• Comprehend customer business goals, technical environments, and success metrics; develop plans to enhance adoption and deliver measurable value.

• Facilitate business reviews, technical evaluations, roadmap discussions, and success planning sessions.

• Enhance customer retention, satisfaction, adoption, and growth while recognizing risks and opportunities.

• Acquire in-depth knowledge of the Driivz platform, including its architecture, APIs, integrations, and technical features.

• Assist customers through technical discussions related to APIs, integrations, data flows, authentication, and third-party systems.

• Collaborate with Product, R&D, Support, Operations, and other internal teams to address technical challenges and ensure favorable customer outcomes.

• Coordinate and lead complex customer issues and escalations with effective communication, accountability, and follow-up.

• Provide technical and functional training to customers.

• Identify knowledge gaps and create or enhance training materials, best practices, and customer enablement processes.

• Convert customer requirements and feedback into actionable insights for Product and R&D.

• Establish yourself as a subject-matter expert on Driivz solutions and the broader EV charging ecosystem.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, Technical Account Management, Solutions Consulting, or a related customer-facing technical role within a SaaS or technology organization.

• Demonstrated experience in managing and developing substantial enterprise accounts and high-value ARR portfolios.

• Strong customer-centric approach with the ability to foster trusted relationships with technical, operational, and executive stakeholders.

• Solid technical knowledge and experience with REST APIs, integrations, and complex software platforms.

• Capability to understand technical architecture and troubleshoot issues across diverse systems and stakeholders.

• Experience in leading customer meetings, technical discussions, workshops, and training sessions.

• Exceptional communication and presentation skills, with the ability to clarify intricate technical subjects to both technical and non-technical audiences.

• Strong sense of ownership and the ability to independently manage multiple strategic customers, priorities, and escalations.

• Experience collaborating with Product, Engineering/R&D, Support, Sales, and other cross-functional teams.

• Experience in EV charging, e-mobility, energy, utilities, or related fields is a plus.

• Familiarity with EV charging standards and protocols such as OCPP and OCPI is advantageous.

• Background in roaming, payments, energy management, or charging-network operations is a plus.

• Experience working with enterprise-scale, mission-critical SaaS platforms is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Professional development opportunities and training programs.

• A vibrant company culture that values innovation and collaboration.