Technical Customer Success Manager

About the RoleThe Technical Customer Success Manager for AI Agents is a vital client-facing role focused on ensuring the success of our B2B SaaS customers. In this position, you will take ownership of post-sales processes, working closely with clients to configure our software, troubleshoot any issues, and implement AI agents and workflows. This role is not engineering-focused; rather, it requires a technical background to understand and manage integrations and determine when engineering support is necessary.You will thrive in a fast-paced environment where quick responses to customer needs are essential. Your proactive approach and technical curiosity will empower you to build strong relationships with our clients, ensuring they achieve their desired outcomes with our solutions. The ideal candidate will possess a deep understanding of customer success principles and a passion for technology.

Responsibilities

• Manage post-sales processes for B2B SaaS customers, ensuring successful implementation and ongoing support.
• Configure software solutions based on customer requirements, ensuring optimal setup for AI agents and workflows.
• Troubleshoot technical issues and provide timely resolutions to customer inquiries and challenges.
• Collaborate with clients to develop effective AI prompts and integrations that meet their business needs.
• Maintain ownership of customer issues and open items, providing updates and follow-through on resolutions.
• Identify when engineering support is necessary and communicate effectively with the integration engineering team.
• Foster strong relationships with customers to build confidence in our solutions and support offerings.
• Document customer interactions and solutions to enhance knowledge sharing within the team.
• Provide training and guidance to customers on using our software effectively.
• Work within US business hours to ensure availability for customer support.

Requirements

• Proven experience in a customer success management role, particularly within a B2B SaaS environment.
• Technical aptitude to configure software, troubleshoot issues, and understand integrations and AI workflows.
• Strong problem-solving skills and ability to work effectively under pressure in a fast-paced environment.
• Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
• Demonstrated ownership mentality, with a proactive approach to customer service and issue resolution.
• Comfort with technical tools and platforms related to AI agents and integrations.
• Ability to work collaboratively with cross-functional teams, including engineering when necessary.
• Strong organizational skills and attention to detail to manage multiple customer accounts and issues simultaneously.

Nice to Have

• Experience with AI technologies and their application in customer service or operations.
• Familiarity with API integrations and software development processes.
• Previous experience in a technical support or implementation role.
• Knowledge of customer success metrics and best practices.
• Experience using customer relationship management (CRM) tools and customer success software.

Benefits

• Opportunity to work in a rapidly growing company at the forefront of AI technology.
• Collaborative and innovative work environment that encourages professional growth.
• Access to ongoing training and development to enhance your skills and knowledge.
• Remote work opportunities that allow for a flexible work environment.
• Comprehensive benefits package including health, dental, and retirement plans.
• Supportive team culture that values ownership, speed, and proactive engagement. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all walks of life and strive to create equal opportunities for everyone. Thank you for considering a career with us!