Technical Success Manager

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

📋 Description

• Take charge of the technical onboarding process for new clients, which includes SDK implementation, integration, data mapping, and event tracking.

• Educate customers on the fundamentals of the platform, enabling them to create, target, and publish experiences independently.

• Conceptualize, develop, and implement in-app experiences for Premium Services projects, such as product launches, rebranding initiatives, and onboarding improvements.

• Review customer accounts and installations to pinpoint gaps, inconsistencies, and untapped opportunities.

• Act as the lead technical liaison for VIP accounts during technical challenges.

• Diagnose and resolve issues directly, escalating to Support Engineering when necessary.

• Oversee installation health across accounts and proactively tackle any emerging issues.

• Maintain communication with customers during ongoing issues, documenting root causes and solutions.

• Collaborate with Customer Experience Managers and Support Engineering to provide comprehensive customer support.

⛳️ Requirements

• Practical technical experience with SDKs, APIs, data mapping, and debugging.

• A strong sense of curiosity and a desire to learn.

• Capability to empower customers to independently build and manage product experiences.

• Proficiency in collaborating closely with Customer Experience Managers and the Product team.

• Exceptional communication skills, particularly in simplifying technical details for non-technical audiences.

• Ability to convert customer feedback into actionable insights for Product and Engineering teams.

• Comfort in navigating ambiguity and addressing incomplete information.

• Strong organizational skills and follow-through while managing onboarding, Premium Services projects, and support escalations.

• An empathetic approach and a customer-centric mindset.

🏝️ Benefits

• Fully remote / remote-first work environment.

• Company-provided computer.

• $1,000 home office allowance during the first year.

• $500 annual technology budget.

• Coworking reimbursement of up to $500 per month.

• Comprehensive health, dental, and vision insurance with a significant portion of premiums covered.

• 401k plan with a matching contribution.

• Paid parental leave.

• $1,000 annual professional development allowance.

• Equity in stock options.

• Flexible time off policy.