Technical Customer Success Manager, Europe

Modash OÜ

2d•Remote

About The Position

Modash is hiring a Europe-based Technical Customer Success Manager to help customers turn Modash data into successful products. The role owns the full customer journey for API customers, from onboarding and adoption through expansion, renewal, and long-term growth. The manager partners closely with customers to understand what they are building, guide their use of Modash data, resolve technical issues, and drive customer outcomes. Success is measured mainly through Net Revenue Retention (NRR) and the work that supports it. The role manages a portfolio of customers using one or both Modash APIs, develops success plans, runs customer calls, supports integrations, identifies risks and growth opportunities, and owns expansions and renewals. It also leads onboarding after purchase, including the Sales-to-Customer Success handover, integration planning, technical decisions, and helping customers reach first value. Internally, the role represents customer needs and coordinates with Product, Sales, Support, Engineering, and Marketing. The position is based in Europe and is fully remote, with an office available in Tallinn, Estonia. Modash operates with a fast, async-first culture and is a distributed company of almost 100 people across 20+ countries. The role uses Vitally, Notion, Intercom, Stripe, FullStory, and Calendly.

Requirements

At least 2 years of experience in Technical Customer Success, Account Management, Technical Account Management, or a similar customer-facing role.
Experience working with APIs or data products, or a background in a technical, product management, or product owner role.
Comfort discussing APIs, integrations, and data flows; coding is not required, but technical curiosity is expected.
Ability to lead customers by asking effective questions, identifying the underlying problem, and helping determine next steps.
Strong ownership, judgment, and ability to simplify messy situations and drive them to an outcome.
Clear, concise communication skills and ability to explain complex topics simply.
Commercial mindset and ability to identify ways customers can gain value and grow their businesses.
Proactive, organized, and comfortable working without a complete playbook.
Strong written and spoken English.

Nice To Haves

Experience with creator data or creator marketing.
Experience owning renewals and expansion.
Some coding or data experience, such as reading code, writing small scripts, or using SQL.

Responsibilities

Manage a portfolio of customers using one or both Modash APIs, with success measured primarily through Net Revenue Retention (NRR).
Build customer success plans with goals, priorities, and next steps.
Run regular customer calls and proactively keep customer work moving.
Understand customers’ products and advise on suitable data and API endpoints.
Troubleshoot technical issues and own their resolution.
Identify customer risks early and develop plans to address them.
Find opportunities for Modash to help customers grow.
Own expansions end-to-end, from identifying opportunities to closing upgrades.
Own renewals and keep account information organized and up to date.
Lead customer onboarding, including the Sales-to-Customer Success handover.
Understand each new customer’s product and definition of success.
Create integration plans with milestones and owners.
Guide technical decisions, remove blockers, and help customers reach first value quickly.
Ensure customer interactions conclude with clear next steps, owners, and dates.
Represent customers internally and bring customer problems and opportunities to Product.
Connect customers with internal teams for discovery and testing.
Coordinate with Sales on expansion opportunities.
Work with Support and Engineering on technical issues.
Help Marketing turn customer learnings into useful resources.
Drive customer outcomes forward even when other teams are involved.