Technical Customer Success Manager

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Manage a portfolio of enterprise accounts from start to finish, which includes onboarding, adoption, assistance with renewals, and expansion efforts.

• Act as the main technical and strategic point of contact for accounts.

• Engage in implementation kickoffs, collaborative sessions, quarterly business reviews (QBRs), and handle escalations.

• Serve as the product expert and provide real-time answers to product-related inquiries.

• Collaborate with customers to troubleshoot and resolve their issues.

• Analyze OAS files and assist in configuring CI/CD synchronization via the ReadMe CLI or API.

• Diagnose custom JavaScript/CSS issues and authentication configurations.

• Develop prototypes of solutions prior to handing them over to the Engineering team.

• Utilize AI tools to create implementation plans, assess account health, triage and summarize customer requests, prototype scripts, and automate repetitive tasks.

• Recognize opportunities for expansion and growth, collaborating with Sales to secure these prospects.

• Represent customer interests internally and provide organized product and bug feedback to the Product and Engineering teams.

• Cultivate customer relationships, facilitate implementation kickoffs, address technical queries, and monitor key performance indicators (KPIs) such as time to implementation, NPS, and NRR.

⛳️ Requirements

• Technical proficiency in interpreting an OpenAPI specification.

• Experience with HTML, CSS, and JavaScript.

• Familiarity with Single Sign-On (SSO) and authentication processes.

• Competence in using Git and command-line interface (CLI) tools.

• Background in creating prompts, workflows, or minor AI automations.

• Capability to manage multiple projects at once.

• Must reside within the United States.

• Must not require visa sponsorship to work in the United States.

🏝️ Benefits

• Unlimited paid time off (PTO) with a minimum of three weeks.

• Comprehensive medical, dental, and vision insurance coverage for you and your dependents.

• Membership with One Medical.

• Wellness stipend for therapy services of up to $350 per month for a duration of six months.

• Additional wellness stipend of up to $150 per month.

• One-to-one donation matching up to $1,000 per year.

• Twelve weeks of paid parental leave following the birth or adoption of a child.

• Work from home office stipend amounting to $500.

• Participation in offsite retreats.

• Commitment to a diverse and inclusive workplace.

• Equal opportunity employer.