Technical Customer Success Manager

Technical Customer Success Manager

SaaS solution for hardware manufacturers

Hoboken, New Jersey

Join a well-funded early-stage startup, headquartered in EMEA who are now expanding their team in North America. An innovative SaaS platform enables device manufacturers and hardware producers to manage connected devices and offer subscription-based as-a-service models. Customers include leading businesses across manufacturing, engineering, robotics, smart buildings, audiovisual and automotive. The team is ready to scale globally in 2023 and make a big impact across their customer base.

The US region is the company's top priority and most important market globally. With a fast-growing enterprise customer base, we are now looking to recruit the first Technical Customer Success Manager to join the small team on the ground in the US.

This is a technical role spanning onboarding & implementation, technical support and customer success:

• Responsible for a portfolio of 10 customers, consulting and advising stakeholders within technical and product teams
• Manage the customer onboarding experience and engagements, establishing strong relationships with customers
• Act as the main point of contact, troubleshooting any technical issues that arise
• Lead QBRs with customers to communicate progress, address and mitigate risks and present innovative solutions
• Collaborate internally with sales and product development to identify opportunities for account growth, upselling and contract renewals

Requirements

• Experience in a relevant technical role in a B2B software company, such as Technical Customer Success Manager, Technical Support Engineer, Implementation Engineer, Onboarding Manager, Pre-Sales Consultant, Post-Sales, Professional Services, Product Support or similar
• Technical skillset that includes troubleshooting bugs with a good understanding of API calls and JSON file structures
• You are great in a customer-facing position, able to build excellent relationships with technical stakeholders
• Enthusiastic about the opportunities for SaaS models and IoT services to disrupt the hardware and device manufacturing world
• Desire to be part of a small team in a growing startup business

What’s in it for you?

• Opportunity to join the early team in the US, work closely with the senior leadership team and contribute to the strategy and growth of the region, also while you fast-track your own career along the way
• Competitive base salary, performance-based bonus and stock options
• Play a key role in a growing organization with innovative technology