Technical Customer Success Manager

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

📋 Description

• Drive product engagement and empower customers to effectively utilize their Vena solution to achieve desired business results.

• Collaborate with customers and internal teams to develop and implement adoption strategies aligned with Customer Health and Renewal Playbook approaches.

• Shape and guide architectural and configuration adjustments to assist customers in fully capitalizing on the benefits of the Vena platform.

• Take responsibility for adoption and retention-related KPIs, including NRR/GRR, product utilization metrics, and customer adoption scores.

• Monitor product usage and customer health indicators to detect risks, improvement opportunities, and areas needing intervention.

• Manage multiple customer health plans simultaneously, ensuring timely execution of activation, adoption, and value realization initiatives.

• Identify and resolve adoption challenges by collaborating cross-functionally to deliver effective solutions.

• Act as a trusted customer advocate and advisor, representing customer needs internally to influence product roadmaps, features, market offerings, and events while guiding customers on best practices for reporting, planning, and budgeting to maximize platform usage.

• Lead and coordinate the resolution of technical, configuration, and performance-related issues in partnership with Account Managers, Adoption Consultants, and Solution Architects.

• Identify and cultivate customer advocates while facilitating customer education through training sessions, webinars, and enablement initiatives that highlight success stories and drive adoption.

• Travel as necessary for client events and on-site engagements.

⛳️ Requirements

• Over 5 years of experience in Technical Account Management, Customer Success, Professional Services, or Technical Consulting within a SaaS environment.

• Experience in supporting complex customer environments, high-risk accounts, or retention-focused initiatives; FP&A or Accounting experience is preferred.

• Hands-on experience in implementing, configuring, or supporting complex SaaS solutions, with the capability to understand and explain end-to-end customer architectures.

• Proven track record in leading technical discussions, troubleshooting issues, and guiding solution design or remediation efforts.

• Experience managing a customer portfolio with a strong history of delivering excellent customer outcomes.

• Strong organizational, time management, and prioritization abilities, with the capacity to handle multiple workstreams and changing priorities.

• Ability to meet milestones and deadlines while ensuring accuracy, reliability, and attention to detail.

• Comfortable working independently in a self-managed setting while effectively collaborating within cross-functional teams.

• Demonstrated problem-solving abilities, including the capacity to identify process or execution gaps and proactively suggest enhancements.

• Familiarity with CRM and Customer Success tools such as Salesforce, Gainsight, or similar platforms.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and continuous learning.

• A vibrant company culture focused on collaboration and innovation.