Job Overview:
We are seeking a dedicated, proactive, technically proficient Customer Success Manager to join our team. In this role, you will leverage both customer service expertise and technical knowledge to ensure client success with our SaaS platform. You’ll play a crucial role ensuring the success of our customers, serve as the bridge between our customers and our technology, providing a combination of business and technical guidance and ensuring optimal platform utilization. Ideal candidates combine strong technical aptitude with excellent communication and relationship building skills.
Responsibilities:
- Serve as the technical point of contact for assigned customers, understanding their business needs and technical challenges
- Conduct in-depth technical onboarding sessions, including system configuration, integration setup, and advanced feature training
- Perform technical needs assessments to customize implementation strategies for different customer environments
- Diagnose and resolve complex platform issues, using troubleshooting methodologies and system logs analysis
- Create and maintain technical documentation including user guides, FAQs, and solution articles
- Monitor platform usage analytics to identify optimization opportunities and proactively prevent technical issues
- Execute data migration projects, ensuring accurate transfer of customer information into our platform
- Develop and deliver technical webinars and training sessions on advanced platform functionality
- Collaborate with engineering teams to communicate customer requirements and help shape the product roadmap
- Provide technical consultation on API integrations and custom implementations
- Maintain detailed technical records of customer environments, configurations, and technical requirements
- Relevant technical background through education, certifications, or equivalent work experience.
- 3+ years of experience in a technical customer success role, preferably in a SaaS environment
- Demonstrated experience with CRM platforms, API integration concepts, and database fundamentals
- Proficiency in SQL for basic data queries and troubleshooting customer data issues
- Working knowledge of REST APIs and web technologies (HTML, CSS, JavaScript basics)
- Experience with data analysis tools to derive insights from customer usage patterns
- Understanding of cloud infrastructure concepts (AWS, Azure, or GCP)
- Familiarity with common integration platforms (Zapier, MuleSoft, etc.)
- Experience using ticketing systems and knowledge bases (Zendesk, Confluence, etc.)
- Technical documentation skills and ability to translate complex concepts for non-technical audiences
- Proficiency with AI tools such as ChatGPT, Claude, Midjourney, or similar platforms to enhance productivity and customer support
- Strong interpersonal and communication skills with an ability to explain technical concepts clearly
- Problem-solving abilities with a systematic and analytical approach
- Project management skills for coordinating technical implementations
- Customer-centric mindset with genuine desire to help customers maximize platform value
- Ability to manage multiple technical projects while maintaining attention to detail
- Experience in the Beverage Alcohol industry is a plus
- Technical issue resolution rate and time-to-resolution metrics
- Implementation success rate and technical adoption metrics
- Platform feature utilization rates among assigned customers
- Customer technical proficiency improvement measurements
- Technical documentation quality and contribution
- Customer Satisfaction (CSAT) specifically related to technical support
- Net Promoter Score (NPS) among technically complex accounts
- Identification of technical upsell opportunities
If you are passionate about helping customers succeed and enjoy working in a dynamic and collaborative environment, we invite you to apply for this rewarding opportunity. Join us in making a positive impact on our customers’ experiences and outcomes.
