Technical Customer Success Manager
About Us
We are an enterprise-grade logistics platform that solves the operational and data headaches plaguing large organizations. We bridge the gap between mission-critical tech and a human-centric culture. Join us to make a measurable impact on a platform that's already winning.
Role Overview
We are seeking a highly analytical and proactive Technical Customer Success Manager to own the onboarding, implementation, and ongoing technical health of our enterprise accounts. Our platform is a powerful, "low-code" ecosystem with deeply interconnected modules.
You aren't just managing relationships; you are a solution architect and master puzzle-solver. You will deeply understand how our system architecture connects, autonomously troubleshoot complex issues, and guide enterprise customers, including C-level executives, through seamless onboarding journeys.
Employment Type: Contractor
Key Responsibilities
- Technical Onboarding & Implementation: Lead the end-to-end implementation process for new enterprise clients, ensuring system configurations align perfectly with their operational workflows.
- Solution Architecture & Configuration: Master our low-code platform. Own system configurations, site setups, and live environment data, understanding how a change in one module impacts the entire ecosystem.
- Autonomous Troubleshooting (Tier 1/2): Act as the primary technical escalator for your accounts. Diagnose complex system behaviors, investigate data integrity, and come up with creative configuration workarounds independently before involving engineering.
- Strategic Advisory & C-Suite Communication: Conduct regular business reviews (QBRs) for senior stakeholders, translating complex technical configurations and requirements into high-level business value and data-driven insights.
- Documentation & Playbooks: Build client-facing guides, implementation playbooks, and internal knowledge-base articles to streamline future rollouts.
- Retention & Advocacy: Monitor account health, mitigate churn risks, and champion the "voice of the customer" internally to influence our Product and Sales roadmaps.
Qualifications
- Experience: 2+ years in Technical Customer Success, SaaS Implementation, or Tier 2 Technical Support with an enterprise client facing aspect.
- The "Puzzle-Solver" Mindset: Proven ability to understand complex, interconnected software architectures. Experience with low-code/no-code platforms or workflow automation tools is a massive plus.
- Technical Aptitude: Strong logical reasoning skills. Comfort working with APIs, data integrations, and mapping out relational data workflows (SQL or advanced data logic knowledge is highly preferred).
- Communication Mastery: Exceptional articulation. You can comfortably lead a workshop with technical teams, write a crystal-clear user guide, and confidently command a meeting with C-level executives.
- AI & Tooling Proficiency: Experience with HubSpot, Salesforce, or Gainsight. Hands-on experience leveraging AI tools (e.g., ChatGPT, automation platforms) to optimize your own workflows and analyze data.
- Language: Fluent English proficiency (written and spoken).
Work Structure
- Work Week: Monday through Friday, five 9-hour shifts a week between 10:00 AM – 8:00 PM.
- Toolkit: Modern stack centered on HubSpot and best-in-class analytics.
- Culture: High transparency and a focus on relentless improvement.
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