Senior Technical Customer Success Manager

Senior Technical Customer Success Manager responsible for owning the most complex, high-ARR technical support issues and escalations, serving as the bridge between customers and Product/Engineering, and building AI-powered systems and standards to scale the team. You will manage hands-on technical support, define triage standards, configure AI-assisted workflows, develop playbooks and decision trees, translate technical concepts into actionable recommendations, and work closely with Product and Engineering to ensure customer impact is prioritized. Must bring 3-5 years in technical support, technical CS, or solutions engineering in a B2B SaaS environment, with experience in APIs, webhooks, JSON/CSV, SQL, and experience applying AI tools to improve support workflows; capable of operating in a remote setting and handling high-stakes customer interactions. Spanish-speaking is a plus. Compensation: $120,000–$150,000 base, plus equity; Location: Remote.