Technical Customer Success Manager

About the Role

We are looking for a Technical Customer Success Manager who comes from a project management background and knows how to drive complex, multi-stakeholder work across the finish line. This is not a traditional CSM role. You will be the connective tissue between our customers, our engineering team, and our product team - translating business needs into technical plans and holding everyone accountable to outcomes.

You will own a book of accounts from onboarding through expansion. You will need to get comfortable with APIs, webhooks, and modern SaaS infrastructure - not to write production code, but to understand what is being built and advocate effectively for your customers.

What You’ll Do

• Customer deployments end-to-end: Own the full lifecycle from kickoff to production, managing scope, timelines, dependencies, and stakeholders throughout
• Cross-functional coordination: Act as the bridge between customers, engineering, and product. Translate requirements in both directions and keep projects unblocked
• Technical onboarding: Lead implementation sessions, configure integrations using APIs and webhooks, and validate workflows before go-live
• Account health and expansion: Track adoption metrics, identify risks early, and build plans to drive deeper usage and growth against defined targets
• Customer voice: Synthesize feedback from the field into clear, structured insights that influence product direction
• Proof-of-concepts: Rapidly prototype and validate new use cases to accelerate customer decision-making
• Documentation and process: Maintain clear project documentation, status updates, and runbooks that keep everyone aligned

What You’ll Bring

• 2+ years in project management, technical account management, or implementation: you have owned complex, multi-stakeholder projects and delivered outcomes against timelines
• Excellent written and verbal communication: you write clearly, present confidently, and can shift between a CTO and a business owner in the same conversation
• Technical fluency: comfortable with APIs, webhooks, and cloud tools at a conceptual and configuration level. You do not need to write the code, but you need to understand it
• Organized and proactive: you track every open item, anticipate blockers before they become problems, and follow through without being chased
• Customer-first mindset: you take genuine ownership of customer outcomes, not just activity metrics
• Comfortable with ambiguity: you thrive when the playbook does not exist yet and can build structure from scratch

What You’ll Bring

• Experience at a SaaS, AI, or developer-tools company
• Background in solutions engineering, technical consulting, or implementation
• You have built something - a company, a product, a project that did not exist before