Manager, Technical Success

Bubble•New York, NY

3d•$136,000 - $176,000•Hybrid

About The Position

The Technical Success Management (TSM) team is made up of world-class Bubble experts who act as advisors and problem solvers for our most important customers. We serve as the bridge between customer needs and our platform, providing technical guidance, architecture reviews, and product support through high-touch, consultative interactions. Internally, we're an integral partner to Account Management and Product — helping close complex deals and shaping the roadmap. As Manager, Technical Success, you'll lead a team of Senior and standard Technical Success Managers as a player-coach. You'll define the best practices and processes that ensure the team delivers the highest level of technical value to customers and internal partners. You'll own key-customer GRR and the rate at which strategic customers achieve key technical outcomes. The TSM team supports both the Account Management upgrade motion (pre-sale solutioning) and the Customer Success lifecycle (technical depth, onboarding setup, WU optimization, and escalation). You'll report directly to the VP of Success.

Requirements

5+ years of success management or technical customer-facing experience
At least one year of people management experience, with enthusiasm for a player-coach role
Experience owning a metric like CSAT, NPS, or TTL
Experience working with APIs and investigating application performance monitoring data
Has built an application or tool for the internet (Bubble experience strongly preferred)
Exceptional written and verbal skills; can translate complex solutions clearly and concisely
Thrives in the face of ambiguity in a rapidly changing environment; can commit to East Coast hours

Nice To Haves

Prior experience building an app or startup on Bubble for yourself or a client
Experience in an organization that uses OKRs and emphasizes performance against metrics

Responsibilities

Lead, coach, and develop the TSM team, defining best practices and operating standards
Own key-customer GRR and the technical-outcome metrics you define with Product
Ensure a technical read on every Enterprise upgrade prospect before outreach, and co-author the technical sections of proposals
Drive onboarding setup, Workload Unit (WU) optimization, and quarterly architecture reviews for strategic accounts
Own the escalation protocol: triggered at 48hr+, business-critical, or infrastructure issues, with documented root cause and written close-out
Partner with Account Management, Customer Success, Product, and Engineering to de-risk complex implementations