Technical Success Manager
RemoteUnited States
Job Summary
Own technical onboarding for new customers by partnering with CXMs to scope plans, handle SDK implementation, data mapping, and event tracking. Train clients on platform fundamentals so they can independently build and publish experiences. Design and deploy in-app experiences for Premium Services engagements, including product launches and rebrands. Audit accounts to catch gaps before they escalate and serve as the primary technical contact for VIP accounts, diagnosing issues and looping in Support Engineering as needed. Proactively monitor installation health across all accounts to flag and fix problems early. Communicate clearly with customers during active issues and document root causes for team learning. Work closely with CXMs and Support Engineering to ensure end-to-end support. This role requires hands-on technical experience with SDKs and APIs, strong communication skills, and the ability to own ambiguity while driving customer success.
Required Qualifications
- Hands-on technical experience with SDKs, APIs, data mapping, and debugging
- Ability to roll up sleeves and solve problems rather than just describe them
- Curiosity and a desire to learn
- A curious mind and a desire to learn
- Comfort with owning ambiguity, including scoping new engagements, triaging urgent issues, and working toward fixes with incomplete information
- Drive and organization to juggle onboarding, premium services work, and live support escalations
- Empathy and a genuine desire to help customers succeed
- Ability to translate technical detail into something a non-technical stakeholder can act on
- Ability to translate customer feedback into something Product and Engineering can act on
- Comfort working closely with CXMs and Product to do what's right for the customer and the company
- Ability to communicate clearly and promptly with customers during active issues
- Ability to document root causes and resolutions
- Ability to work closely with CXMs and Support Engineering
- Ability to sit on the east coast
Desired Qualifications
- Experience empowering customers with the tools and knowledge to build things themselves in the future
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