Technical Customer Success Manager

Rechat Inc•Austin, TX

23h•$75,000 - $95,000•Remote

About The Position

Rechat is building the next generation of enterprise real estate technology. Our platform helps real estate professionals streamline the entire buying and selling journey by unifying data, marketing, and transaction workflows into one powerful system. We're a product-driven company with a modern technology stack, a strong engineering culture, and a mission to transform how agents work at scale. We're looking for a Technical Customer Success Manager to serve as a trusted technical partner for our enterprise customers. This role sits at the intersection of technology, customer success, and product, ensuring our most strategic clients receive proactive, high-quality technical guidance and support. You'll work closely with customers, internal engineering teams, and cross-functional partners to drive adoption, resolve complex technical challenges, and deliver long-term value.

Requirements

High school diploma or equivalent required; Bachelor's degree preferred
Five or more years of relevant professional experience, or an equivalent combination of education and experience
Five or more years of experience in a SaaS Account Manager, Customer Success Manager, Technical Support, or similar client-facing technical role preferred
Experience working in a fast-paced startup environment and the ability to adapt quickly to changing priorities strongly preferred
Strong understanding of SaaS platforms, CRM systems, marketing technology, or similar tools
Demonstrated ability to troubleshoot software issues independently — comfortable digging into a problem before handing it off
Working familiarity with REST APIs, webhooks, or basic SQL is a strong plus
Comfort using tools like browser developer tools/console, Postman (or similar), and structured ticketing systems (e.g., Jira, Zendesk) to document and track issues
Ability to read and interpret error messages, API responses, and logs well enough to describe a problem precisely
Ability to quickly learn new products and stay current on new features and releases
Comfortable discussing workflows, integrations, and data concepts with both technical and non-technical audiences
Strong organizational skills with the ability to manage multiple accounts and priorities effectively
Excellent written communication skills — able to write clear, precise, reproducible bug reports as well as consultative client-facing messaging
Analytical, detail-oriented mindset with genuine curiosity about how the product works under the hood
Basic understanding of the real estate industry preferred; direct industry experience is a plus
Outgoing, professional demeanor with the ability to build strong relationships and collaborate effectively across teams

Responsibilities

Ensure the timely and successful delivery of Rechat solutions in alignment with customer needs and business objectives
Drive product adoption and engagement by partnering with clients to develop and execute success strategies tailored to their goals
Analyze client use cases and provide best-practice recommendations to optimize product usage, adoption, and return on investment
Serve as a trusted advisor by understanding client workflows, integrations, and data at a technical level and translating business needs into product solutions
Identify risks and opportunities through regular client check-ins and strategic business reviews to strengthen relationships and improve retention
Monitor and report on the progress of all deliverables and initiatives, ensuring deadlines are met and client outcomes are achieved
Ensure consistent execution and measurable success across all assigned accounts
Serve as the first line of technical triage for client-reported issues — investigating and attempting to resolve before escalating
Distinguish between user error, account/configuration issues, and genuine product bugs through hands-on investigation of the platform
Reproduce reported issues directly in the product, documenting exact steps, environment/account details, and expected vs. actual behavior
Use browser developer tools, API responses, and available logs to investigate and validate issues before escalating
When escalation is necessary, submit clear, reproducible, well-documented tickets (steps to reproduce, screenshots, logs, affected accounts/records) so Engineering and TechOps can act without needing to go back and forth
Maintain and contribute to an internal knowledge base of common issues, workarounds, and resolutions to speed up future triage
Understand core integrations (MLS/IDX, CRM, email/calendar, e-signature, etc.) at a level sufficient to troubleshoot connectivity and data-sync issues
Manage a high volume of inbound client requests, prioritizing and resolving what can be resolved directly, and coordinating internal resources for what can't
Proactively anticipate customer needs and technical pain points based on usage patterns and product knowledge
Perform other duties as assigned