Technical Customer Success Manager

This is a fully remote position, open to applicants in Estonia, +2 more countries.

📋 Description

• Oversee a portfolio of clients utilizing one or both Modash APIs.

• Develop success strategies that include objectives, priorities, and subsequent actions.

• Conduct regular customer meetings and actively manage account progression.

• Assist clients in leveraging the appropriate data and API endpoints.

• Diagnose technical challenges and take ownership of their resolution.

• Recognize potential risks and formulate mitigation strategies.

• Discover methods for Modash to facilitate client growth.

• Take charge of expansion efforts from opportunity identification to upgrade completion.

• Manage renewals while keeping accounts organized and current.

• Facilitate Sales-to-Customer Success transitions for new clients.

• Gain an understanding of customer products and establish success metrics.

• Develop integration strategies with milestones and responsible parties.

• Assist clients in making technical choices, eliminating obstacles, and achieving initial value swiftly.

• Ensure that all interactions conclude with clear next steps, responsible individuals, and timelines.

• Advocate for customer needs within the organization.

• Collaborate with Product teams on customer challenges, opportunities, discovery, and testing.

• Coordinate with Sales on expansion initiatives.

• Work alongside Support and Engineering teams to resolve technical issues.

• Aid Marketing in creating valuable resources for customers.

• Drive customer outcomes, even when multiple teams are involved.

⛳️ Requirements

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

• Experience with APIs or data products, or a background in technical roles such as product management or product ownership.

• Comfortable discussing APIs, integrations, and data flows; coding is not necessary, but technical curiosity is anticipated.

• Capability to lead clients rather than merely support them.

• Proficiency in asking insightful questions, grasping the real issues, and assisting in determining the next steps.

• Ownership mentality and the ability to navigate complex situations toward resolution.

• Strong, clear communication abilities.

• A commercial mindset with the aptitude to identify opportunities for clients to derive more value and expand their business.

• Proactive, organized, and able to thrive without a definitive playbook.

• Excellent written and spoken English skills.

• Experience with creator data or creator marketing is a plus.

• Proven experience in managing renewals and expansion is a plus.

• Some coding or data experience, such as reading code, writing small scripts, or SQL, is a plus.

🏝️ Benefits

• Flexible working hours.

• Unlimited paid vacation.

• Compensation: approximately €60,000 to €90,000 on-target earnings (OTE) per year plus stock options.

• Fully remote work environment.

• Support for personal development through courses, books, or conferences.

• Autonomy to make decisions and influence the growth of the Data products business.

• Stock options.