Technical Customer Success Manager
New
Toronto , Canada, Work across multiple time zonesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- Project ManagementArtificial IntelligenceSalesforceCRMCustomer SuccessSaaSZendesk
Requirements
- 6+ years of experience in a Technical Customer Success or Technical Account Management role in a B2B SaaS environment.
- Proven ability to work in a fast-moving startup culture.
- Relevant consulting and project management experience in SaaS.
- Stellar written and verbal communication skills.
- Proven track record building relationships with VP and C-Suite management.
- Strong technical knowledge, including working knowledge of APIs and integrations.
- Familiarity with CRM software and support platforms (e.g., Zendesk, Salesforce, FreshDesk).
- Willingness to travel up to 20-30% of the time.
Responsibilities
- Manage client onboarding, implementation, and configuration of AI virtual agents across chat, email, and voice channels.
- Provide technical guidance on API integration and troubleshoot deployment challenges.
- Monitor system health, perform proactive performance analysis, and escalate complex issues.
- Conduct regular training sessions and knowledge transfer to ensure client self-sufficiency.
- Analyze performance KPIs and provide data-driven recommendations for optimization.
- Serve as the primary technical liaison and client advocate with internal product and engineering teams.
- Conduct Quarterly Business Reviews (QBRs) and identify opportunities for account growth.
- Develop technical documentation, SOPs, and troubleshooting resources.
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