Customer Success Manager

TechSee • Boston, MA

4h

About The Position

The Customer Success Manager at TechSee will manage strategic customer relationships, overseeing contracts, SLAs, adoption, and advocacy.
The role involves driving high customer adoption and satisfaction, resolving technical challenges, analyzing customer usage data, and suggesting product improvements.
The CSM will lead SaaS solution deployments, provide technical guidance, and propose integration design options. Building strong relationships with customers at all levels, the CSM will share industry knowledge and best practices to ensure customers achieve their business goals. Partnering with Sales and Product teams for smooth implementation, they will also collaborate with Product leadership to optimize offerings.

Requirements

• 4+ years of related experience in an enterprise SaaS company, preferably in the digital CX domain.
• Experience managing enterprise customer relationships, including telco, home security, and consumer electronics. Ensuring high satisfaction and retention.
• Bachelor's degree in computer science, social sciences, or equivalent experience.
• Experience in managing one's own time and balancing multiple customers simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment.
• Works effectively with sales executives, providing subject matter expertise to support opportunities.
• Excellent oral and written communication skills in English, including the ability to draft and present project plans, QBRs/business updates, SOWs, and related documents. Strong communication skills across all levels of the corporate structure.
• Strong team player with an adaptable, analytical mindset and attention to detail.
• Curious, self-motivated, and resourceful, with a proactive approach to problem-solving and continuous improvement.
• Based in NY/NJ

Nice To Haves

• Ability to interact with technical resources and understand concepts such as Security, LDAP/Authentication, APIs & integrations, and Databases - advantage

Responsibilities

• Manage all aspects of customer relationships, including implementations, adoption, integrations, SLAs, education, and advocacy.
• Serve as the focal point for key accounts, driving deployment plans to ensure positive business outcomes.
• Address customer challenges, resolve technical issues, and provide semi-dedicated technical guidance.
• Act as a trusted advisor, sharing industry knowledge, best practices, and insights to maximize customer value.
• Collaborate with the Account Manager to secure renewals and explore expansion opportunities.
• Lead the deployment of TechSee’s SaaS solutions, ensuring seamless onboarding and adoption.
• Conduct training sessions to empower customers with effective product utilization.
• Establish internal and client-facing communication plans to drive progress and update stakeholders.
• Analyze customer usage data, bug fixes, and product updates to identify optimization opportunities.
• Suggest upgrades, additional features, and best practices to enhance customer experience.
• Provide technical guidance on product adoption, integrations, and troubleshooting.
• Collaborate with Product leadership to enhance TechSee’s offerings based on real-world usage.
• Build strong relationships with customers at all levels, fostering long-term partnerships.
• Partner with Sales and Product teams to ensure smooth solution implementations.
• Establish a regular meeting cadence with stakeholders to maintain alignment and drive success.

Benefits

• Join an industry leader in Visual AI and Digital CX. TechSee offers a dynamic, high-growth environment where innovation meets a people-first philosophy.
• A Place to Grow: Thrive in a setting that prioritizes internal promotion and continuous learning.
• Community Matters: We emphasize recognition, inclusivity, and making a tangible impact on the digital customer experience.
• Inclusive Innovation: Join a diverse global community where unique perspectives drive our creativity.
• Comprehensive Support: We provide competitive compensation and healthcare to ensure our team is well-supported.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level