Technical Customer Success Manager

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

📋 Description

• Oversee a portfolio of key enterprise clients, focusing on enhancing adoption, retention, and growth.

• Act as a strategic and technical consultant, grasping customers’ business objectives, workflows, and technology environments.

• Capable of converting business and technical needs into scalable solution proposals.

• Assist clients in optimizing their workflows, integrations, product data structures, and platform functionalities.

• Lead onboarding efforts following implementation, ensuring a smooth customer transition.

• Carry out business evaluations, solution assessments, and health reviews to ensure platform usage aligns with client goals.

• Create and implement success strategies that drive measurable business results and return on investment (ROI).

• Proactively identify potential risks and employ strategies to enhance customer satisfaction and decrease churn rates.

• Collaborate with Account Management to assist with renewals, growth opportunities, and account strategy.

• Advocate for the customer's perspective within the organization, sharing insights on product usage, technical hurdles, and areas for improvement.

• Organize customer workshops, discovery meetings, demonstrations, and strategic discussions when technical expertise is necessary.

⛳️ Requirements

• Bachelor’s degree in Business, Computer Science, Information Systems, IT, or a related discipline.

• 3–5+ years of experience in Customer Success, Solution Consulting, Solution Architecture, Sales Engineering, or a comparable customer-facing SaaS position.

• Solid understanding of SaaS platforms, enterprise software, digital commerce ecosystems, and Product Information Management (PIM) solutions.

• Experience with intricate customer landscapes, technical stakeholders, and cross-functional teams.

• Familiarity with APIs, integrations, data workflows, and contemporary software architecture principles.

• Strong analytical, problem-solving, and consultative abilities.

• Customer-oriented mindset with the capability to comprehend business goals and convert them into value-driven results.

• Demonstrated ability to juggle multiple priorities in a dynamic environment.

• Exceptional communication and presentation skills, with proficiency in both written and spoken English.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities