Technical Customer Success

• Manage post-sales processes for B2B SaaS customers, ensuring successful implementation and ongoing support.
• Configure software solutions based on customer requirements, ensuring optimal setup for AI agents and workflows.
• Troubleshoot technical issues and provide timely resolutions to customer inquiries and challenges.
• Collaborate with clients to develop effective AI prompts and integrations that meet their business needs.
• Maintain ownership of customer issues and open items, providing updates and follow-through on resolutions.
• Identify when engineering support is necessary and communicate effectively with the integration engineering team.
• Foster strong relationships with customers to build confidence in our solutions and support offerings.
• Document customer interactions and solutions to enhance knowledge sharing within the team.
• Provide training and guidance to customers on using our software effectively.
• Work within US business hours to ensure availability for customer support.

Technical Customer Success Manager – AI Agents

• 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.
• Work during US business hours.