Technical Customer Success Manager

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

📋 Description

• Take ownership of and cultivate relationships with a group of strategic enterprise clients.

• Act as the primary point of contact and trusted advisor for customers.

• Comprehend customer goals, technical setups, and criteria for success while creating adoption and value strategies.

• Facilitate business reviews, technical assessments, roadmap discussions, and success planning.

• Enhance customer retention, satisfaction, adoption, and growth by identifying potential risks and opportunities.

• Acquire deep knowledge of the Driivz platform, including its architecture, APIs, integrations, and technical features.

• Assist customers with APIs, integrations, data flows, authentication processes, and third-party systems.

• Collaborate with Product, R&D, Support, Operations, and internal teams to address technical issues.

• Manage intricate customer challenges and escalations.

• Provide technical and functional training to customers.

• Develop and enhance training materials, best practices, and enablement processes.

• Convert customer needs and feedback into actionable insights for Product and R&D teams.

• Establish yourself as a subject-matter expert on Driivz solutions and the electric vehicle charging ecosystem.

⛳️ Requirements

• 4+ years of experience in Customer Success, Technical Account Management, Solutions Consulting, or a related customer-facing technical position within a SaaS or tech company.

• Proven experience managing and nurturing large enterprise accounts and high-value ARR portfolios.

• Ability to forge trusted relationships with technical, operational, and executive stakeholders.

• Familiarity with REST APIs, integrations, and intricate software platforms.

• Capacity to understand technical architecture and troubleshoot issues across diverse systems and stakeholders.

• Experience leading customer meetings, technical conversations, workshops, and training sessions.

• Exceptional communication and presentation abilities, with a talent for articulating complex technical subjects to both technical and non-technical audiences.

• Capability to independently oversee multiple strategic customers, priorities, and escalations.

• Experience working collaboratively with Product, Engineering/R&D, Support, Sales, and other cross-functional teams.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Disability and life insurance.

• Family planning programs through Maven Clinic.

• Diabetes management support via Livongo.

• Coverage for women’s health services.

• Support for adult and elder care.

• Paid parental leave.

• 401(k) plan with company matching contributions.

• Paid time off of up to 15 days.

• 13 paid holidays each year, including 3 floating holidays.

• Paid sick leave.

• Opportunities for continuous learning and professional development.

• Work-life balance and cooperation in an inclusive environment.