Technical Customer Success Manager

Modash OÜ

2d•Remote

About The Position

Modash is seeking a Technical Customer Success Manager to join their Customer Success team. This role is crucial for supporting customers who build their products on Modash's creator data platform. The Technical CSM will own the entire journey for API customers, focusing on onboarding, adoption, expansion, and long-term growth, helping them integrate, innovate, and scale with Modash. The position is based in Europe and will work closely with a tight-knit CS team that values ownership and collaboration.

Requirements

2+ years of experience in Customer Success, Account Management, or a similar customer-facing role supporting technical customers.
Comfortable discussing APIs, integrations, and data flows.
Understanding of how systems connect and a willingness to learn technical details.
Clear written and verbal communication skills, with the ability to write easy-to-follow and helpful recaps and emails.
Strong organizational skills and ability to follow through on tasks.
Capacity to manage a large number of accounts simultaneously without issues.
Proactive approach to customer management, focusing on building plans rather than just reacting to problems.
Ability to learn quickly and become an expert on the Modash product.
Strong English proficiency, both written and spoken.
Demonstrated ownership and problem-solving skills.
Comfort working in a fast-paced startup environment with frequent changes.
Experience in B2B SaaS and supporting technical customers.
Technical mindset and strong communication skills.
Ability to maintain quality while working at speed.
Previous experience in a startup or scaleup environment.
Excellent communication skills across all mediums, with active listening and efficiency.
Ability to build rapport in a non-formal yet professional manner.
Proficiency with CRM tools, particularly Vitally.
Natural organizational strength and focus.
Ability to create processes and unique customer interactions rather than relying solely on manuals.
Get-it-done attitude, with the ability to find solutions and self-motivate.
Aspiration to achieve greatness and avoid mediocrity.
Interest in the creator economy and alignment with the company's mission to help creators get paid.

Nice To Haves

Experience working with creator data or in creator marketing.
Experience with common CS and billing tools (e.g., Vitally, Intercom, Stripe).
Some coding experience (e.g., writing small scripts, reading code, or using SQL).
Previous marketing experience or specific knowledge about influencer marketing.

Responsibilities

Own a portfolio of API customers, measured primarily by Net Revenue Retention (NRR).
Build and maintain customer success plans, including goals, next steps, and check-ins.
Run regular customer calls, primarily in European time zones.
Assist customers in utilizing the appropriate API endpoints for their specific use cases.
Identify and suggest new ways for customers to leverage Modash data.
Troubleshoot technical issues for customers.
Manage the end-to-end expansion process, from identifying opportunities to closing upgrades.
Oversee customer renewals and coordinate invoicing with the Finance department.
Maintain organized account records, including recaps after interactions and updates in Vitally.
Manage the Sales to Customer Success handover process for new customers, establishing initial goals.
Conduct onboarding calls with a defined integration plan, including milestones and assigned owners.
Review customer integrations before they go live, checking payloads, pagination, and retry mechanisms.
Provide clear recaps with next steps, owners, and dates after onboarding.
Act as the primary liaison between customers and the Product team, communicating customer needs and feedback.
Facilitate connections between customers and Product for in-depth discovery, feature testing, and early feedback.
Coordinate with the Sales team on customer handovers and expansion opportunities.
Collaborate with Support and Engineering teams to resolve technical customer issues.
Work with the Marketing team to develop customer-facing resources like guides and webinars, and encourage customer engagement with them.