Senior Manager, Technical Customer Success

Axomic • New York, NY

1d • $140,000 - $170,000 • Hybrid

About The Position

The Senior Manager, Technical Client Success leads a team of Support Engineers (SEs) and Technical Customer Success Engineers (TCSEs) who serve as the technical backbone of the client journey. This role combines people leadership with operational ownership of the support queue and technical services delivery, ensuring the team resolves issues, delivers projects, and grows client relationships with consistency and quality.

You'll coach and develop a technical team, keep support and services operations running smoothly day to day, and act as the connective tissue between your team and the OpenAsset AI Center of Excellence (CoE) so that product feedback from the front lines reaches the people building the tools.

Requirements

• 4-6+ years of experience in a technical, client-facing role, including experience with scripting (Python or JavaScript) and REST APIs.
• 1-2+ years of experience directly managing a technical or client-facing team.
• Experience overseeing a support queue or ticketing system (e.g., Intercom, Zendesk) at scale.
• Comfortable balancing hands-on technical problem-solving with people management.
• AI Fluency: Models and encourages the use of AI tools across the team for drafting and debugging scripts, working through unfamiliar APIs, writing documentation, and troubleshooting edge cases.
• Leads with empathy while holding a clear bar for technical quality and client experience.
• Balances technical depth with clear, non-jargon communication for non-technical stakeholders.
• Operates with a strong sense of ownership and urgency, especially during escalations.
• Approaches problems with a solutions-oriented, detail-driven mindset.
• Adaptability: thrives in a quickly evolving, dynamic, and agile environment.

Nice To Haves

• Experience working in SaaS.
• Experience managing contractor or vendor relationships.
• Exposure to Adobe InDesign or template automation.
• Exposure to generative AI / LLM-powered tools.
• Experience or familiarity with the Architecture, Engineering, and Construction (AEC) industry.

Responsibilities

• Provide line management for SEs and TCSEs, including hiring input, performance management, and career development.
• Run consistent 1:1s and feedback loops that help each team member grow their technical and client-facing skills.
• Lead team meetings, standups, and office hours that keep the team aligned and unblocked.
• Coach and support team members through complex or escalated client situations.
• Day-to-day ownership of the support queue in Intercom, including ticket assignment, prioritization, and escalation.
• Oversee technical project and implementation delivery across the client base, ensuring work is scoped clearly and completed on time.
• Contractor relationship management, including onboarding, work allocation, and quality review.
• Capacity monitoring and rebalancing to protect client experience and team health.
• Jump directly into the queue when volume or complexity demands it; this is expected, not exceptional.
• Diagnose what is working and what is not across technical client success operations and lead process design and implementation.
• Maintain and improve process documentation so the team has clear, current playbooks for recurring technical work.
• Identify recurring technical requests and work with the team to templatize or automate them.
• Own the internal tooling roadmap for the technical client success team.
• Decide where to invest build effort versus adopt existing tooling.
• Build AI-powered workflows that eliminate recurring manual work across the team.
• Act as the liaison between your team and the AI CoE, ensuring product feedback from SEs and TCSEs is captured and communicated clearly.
• Partner with Sales, CS, Product, and Engineering counterparts to keep technical delivery aligned with client goals and commercial timelines.

Benefits

• Competitive salary
• Medical / Dental / Vision coverage - 100% employer-paid for employees, 50% employer-paid for dependents
• 20 days paid time off per year + federal holidays
• 5 paid sick days
• Work from home flexibility
• Commuter benefits
• 401k with employer match
• Paid parental leave
• Career growth and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed