Technical Customer Success Manager

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

📋 Description

• Ensure the timely and effective delivery of Rechat solutions that align with customer requirements and business goals.

• Foster product adoption and engagement by collaborating with clients to create and implement success strategies tailored to their objectives.

• Evaluate client use cases and offer best-practice recommendations to enhance product utilization, adoption, and return on investment.

• Act as a trusted advisor by comprehending client workflows, integrations, and data at a technical level, converting business needs into product solutions.

• Identify risks and opportunities through regular client check-ins and strategic business reviews to bolster relationships and enhance retention.

• Track and report on the progress of all deliverables and initiatives, ensuring deadlines are met and desired client outcomes are achieved.

• Function as the primary point of technical triage for client-reported issues.

• Differentiate between user errors, account/configuration issues, and actual product bugs through hands-on investigation of the platform.

• Manage a significant volume of incoming client requests, prioritizing and resolving directly what is possible, while coordinating internal resources for more complex issues.

• Proactively anticipate customer needs and technical challenges based on usage patterns and product knowledge.

⛳️ Requirements

• High school diploma or equivalent is required; a Bachelor's degree is preferred.

• Five or more years of relevant professional experience, or an equivalent combination of education and experience.

• Five or more years of experience in a SaaS Account Manager, Customer Success Manager, Technical Support, or a similar client-facing technical role is preferred.

• Experience in a fast-paced startup environment and the ability to swiftly adapt to changing priorities is strongly preferred.

• Strong understanding of SaaS platforms, CRM systems, marketing technology, or similar tools.

• Proven ability to troubleshoot software issues independently.

• Working knowledge of REST APIs, webhooks, or basic SQL is a strong advantage.

• Comfort with tools such as browser developer tools/console, Postman (or similar), and structured ticketing systems (e.g., Jira, Zendesk) to document and track issues.

• Ability to read and interpret error messages, API responses, and logs well enough to accurately describe a problem.

• Capacity to quickly learn new products and keep up-to-date with new features and releases.

• Comfortable discussing workflows, integrations, and data concepts with both technical and non-technical audiences.

• Strong organizational skills with the ability to manage multiple accounts and priorities effectively.

• Excellent written communication abilities.

• Analytical, detail-oriented mindset with genuine curiosity about how the product functions internally.

• Basic understanding of the real estate industry is preferred; direct industry experience is a plus.

• Outgoing and professional demeanor with the capability to build strong relationships and collaborate effectively across teams.

🏝️ Benefits

• Competitive compensation.

• Fully remote with flexible work/life balance.

• A diverse, inclusive, and highly collaborative culture.

• Meaningful work with a product utilized by real professionals on a daily basis.

• Flexible Paid Time Off.