Senior Technical Customer Success Manager (CSM)
Department: Customer Success / Client Solutions
Reports to: Director/VP of Customer Success
About the Role:
We are looking for a Senior Technical Customer Success Manager to join our growing team. This is a client-facing role focused on ensuring successful adoption and value realization of our SaaS solutions. The ideal candidate will come from a strong analytics background, possess hands-on skills in SQL and Python or R, and have experience working with dashboarding tools. Prior experience in eCommerce or retail domains is a strong plus.
Responsibilities:
- Own post-sale customer relationship and act as the primary technical point of contact.
- Drive product adoption and usage through effective onboarding, training, and ongoing support.
- Work closely with clients to understand business goals and align them with product capabilities.
- Collaborate with internal product, engineering, and data teams to deliver solutions and enhancements tailored to client needs.
- Analyze customer data and usage trends to proactively identify opportunities and risks.
- Build dashboards or reports for customers using internal tools or integrations.
- Lead business reviews, share insights, and communicate value delivered.
- Support customers in configuring rules, data integrations, and troubleshooting issues.
- Drive renewal and expansion by ensuring customer satisfaction and delivering measurable outcomes.
Requirements:
- 7+ years of experience in a Customer Success, Technical Account Management, or Solution Consulting role in a SaaS or software product company.
- Strong SQL skills and working experience with Python or R.
- Experience with dashboarding tools such as Tableau, Power BI, Looker, or similar.
- Understanding of data pipelines, APIs, and data modeling.
- Excellent communication and stakeholder management skills.
- Proven track record of managing mid to large enterprise clients.
- Experience in eCommerce, retail, or consumer-facing businesses is highly desirable.
- Ability to translate technical details into business context and vice versa.
- Bachelor’s or Master’s degree in Computer Science, Analytics, Engineering, or related field.
- This is a remote job
Nice to Have:
- Exposure to machine learning workflows, recommendation systems, or pricing analytics.
- Familiarity with cloud platforms (AWS/GCP/Azure).
- Experience working with cross-functional teams in Agile environments.