About the Role
This role focuses on building strong technical relationships with clients, guiding them through onboarding, resolving integration challenges, and ensuring long-term success using data-driven insights and cross-functional collaboration.
Responsibilities
- Serve as the primary technical contact for assigned clients
- Guide customers through platform onboarding and configuration
- Diagnose and resolve technical issues impacting client operations
- Collaborate with engineering teams to escalate and track bugs
- Monitor client health metrics and usage patterns
- Identify opportunities to expand product adoption
- Deliver regular business reviews with technical stakeholders
- Translate client feedback into actionable product insights
- Support technical requirements during contract renewals
- Assist in troubleshooting API and data integration issues
- Maintain documentation for client-specific configurations
- Coordinate with support teams for incident resolution
- Advocate for customer needs internally
- Track and report on service level agreements
- Facilitate communication between client teams and internal departments
- Provide guidance on best practices for technical implementation
- Assist in identifying root causes of performance issues
- Onboard new technical contacts at client organizations
- Ensure timely responses to critical support requests
- Monitor platform changes affecting client environments
Nice to Have
- Experience with messaging or marketing automation tools
- Knowledge of mobile app analytics and tracking
- Familiarity with data warehouses and ETL processes
- Exposure to JavaScript or HTML/CSS
- Certifications in cloud platforms or technical support
- Prior work with high-traffic web applications
- Understanding of A/B testing frameworks
- Experience in fast-paced SaaS environments
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexible remote options
Team
Part of the customer success division working closely with engineering and support teams
What We Look For
- Candidates who combine technical depth with strong interpersonal skills
- Individuals who proactively identify client risks and opportunities
- Team members who thrive in collaborative, cross-functional settings
Growth Opportunities
- Clear pathways for advancement within technical customer success
- Access to training in emerging technologies and platforms
- Opportunities to lead process improvement initiatives
Available for qualified candidates requiring sponsorship
