Technical Customer Success Manager

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

📋 Description

• At Hubtype, we operate as a streamlined, technology-driven organization, where our Customer Success team fulfills a dual role that merges traditional customer success ownership with project management. Our Customer Success Managers (CSMs) serve as the primary point of contact for customers, ensuring the successful execution of each project while closely collaborating with our engineering team, who are responsible for the development work.

• We are in search of a **Technical Customer Success Manager** who will oversee the **complete customer journey**: from the initial kickoff and discovery phase, through implementation and going live, to adoption, retention, growth, and renewal. This role does not involve coding but focuses on **comprehending the customer's technical and business requirements**, translating them into precise specifications for engineering, and coordinating the delivery across various teams.

• Key responsibilities include:

• - Managing a portfolio of strategic accounts as the primary contact throughout the entire lifecycle.

• - Leading project delivery: defining scope, planning, coordinating both internal and client teams, managing timelines, dependencies, risks, and deliverables.

• - Conducting discovery sessions with customers to understand their business objectives, use cases, and technical context.

• - Converting customer needs into clear, structured requirements that engineering can act upon, while also translating technical decisions back into business terminology for the customer.

• - Serving as the liaison between customers and Hubtype's engineering, product, and solutions teams. The CSM does not create the solution but is responsible for its delivery.

• - Analyzing customer data and project status to identify blockers, anticipate challenges, and uncover opportunities.

• - Promoting adoption, monitoring account health, and identifying upsell and expansion opportunities.

• - Leading Quarterly Business Reviews (QBRs), executive reviews, training sessions, and workshops with both business and technical stakeholders.

• - Utilizing AI tools daily to enhance productivity: drafting, researching, summarizing, analyzing, documenting, and automating tasks.

• - Gathering customer feedback and incorporating it into the product roadmap.

⛳️ Requirements

• - **Experience**: 3–5 years in Customer Success, Technical Account Management, Solutions Consulting, or Project Management within a SaaS/tech setting.

• - **Technical understanding**: capable of confidently discussing APIs, webhooks, integrations, JSON, OAuth, and SaaS architectures, and able to engage in technical conversations with engineers. While coding is not required, a solid understanding of the development process is essential for effective scoping and communication.

• - **Requirements & analysis**: possesses a strong analytical mindset; adept at gathering, structuring, and documenting technical and functional requirements, identifying gaps, and breaking down complex issues into clear deliverables.

• - **Project management**: has a proven track record of managing intricate delivery projects with multiple stakeholders, timelines, and dependencies, while coordinating engineering, product, and client teams.

• - **AI-native mindset** (Level 3 maturity in Hubtype score): goes beyond simply using AI tools as a personal assistant. We seek someone who actively designs and implements AI-driven processes and workflows to enhance efficiency, automating repetitive tasks, scaling outputs, creating reusable prompts/playbooks, and continuously improving the team's AI capabilities. Familiarity with ChatGPT, Claude, Copilot, agents, and automations is essential.

• - **Languages**: full professional proficiency in English, Spanish, and Catalan, both written and spoken.

• - **Customer-facing communication**: skilled at leading meetings with executives, business owners, and developers, tailoring the message to suit each audience.

• - **Data-driven**: comfortable working with dashboards and customer KPIs (adoption, NRR, CSAT, time-to-value); uses data to influence decisions and discussions.

• - **Ownership & autonomy**: thrives in a fast-paced, hands-off, asynchronous environment and accomplishes tasks with minimal supervision.

🏝️ Benefits

• - A role where you'll have ample opportunity to excel.

• - Collaborating with exceptional individuals from diverse backgrounds across the globe.

• - 27 days of vacation annually, in addition to your birthday, a volunteering day, and public holidays.

• - Fully remote work policy with flexible hours – we trust you to complete your tasks effectively.

• - At Hubtype, you're encouraged to dedicate 10% of your time to personal development in whatever way you see fit, whether through online courses, side projects, or reading.

• - Attractive Benefits & Perks Plan focused on Learning & Development.

• - Budget for a workstation to create an excellent home work environment.