Technical Customer Success Manager - AI Agents

Responsibilities

• Own the complete onboarding process for new clients, ensuring a smooth transition to our products.
• Configure Central independently to meet client needs while ensuring a strong understanding of the technical aspects of our solutions.
• Drive product adoption through proactive communication and training with customers.
• Provide troubleshooting support, addressing common issues and escalating only genuine engineering problems to the technical team.
• Manage customer communications effectively, ensuring timely and clear updates throughout the customer journey.
• Focus on retention by identifying opportunities for expansion within existing accounts.
• Demonstrate a proactive approach, executing same-day actions and communications.
• Participate in independent go-lives by Day 7 following the accelerated ramp schedule.
• Work collaboratively with engineering on custom APIs and new integrations while maintaining ownership of the customer experience.
• Meet the expectations of working during US business hours.

Requirements

• Proven experience in a Customer Success Manager or Technical Account Manager role, preferably within a B2B SaaS environment.
• Strong technical curiosity with the ability to understand and communicate complex technical concepts to non-technical stakeholders.
• Excellent verbal and written communication skills in both English and Spanish.
• Proven track record of managing customer relationships and driving product adoption.
• Ability to work independently and demonstrate a high level of initiative in a fast-paced environment.
• Experience with troubleshooting and problem-solving in a tech-focused environment.
• Strong organizational skills with the ability to manage multiple clients and priorities effectively.
• Familiarity with APIs and integrations is a plus.

Nice to Have

• Experience in the AI or machine learning sector.
• Familiarity with customer success software tools and platforms.
• Prior experience in a startup or rapidly growing organization.
• Knowledge of project management methodologies.
• Experience in conducting client training sessions.

Benefits

• Opportunity to work remotely with a diverse and talented team.
• Engagement with cutting-edge AI technology and solutions.
• Professional development opportunities to enhance your skills and career growth.
• Collaborative company culture that values innovation and initiative.
• Access to a network of professionals in the B2B SaaS industry.
• Supportive environment encouraging proactive problem-solving and independent thinking.