Technical Customer Success Manager
About The Position
At Inriver, we help brands deliver better product experiences — wherever their customers are. From the first product detail to the final purchase decision, we make product information work smarter. We are now looking for a Technical Customer Success Manager to join our team in the United States. As a Technical Customer Success Manager, you will help enterprise customers maximize the value of the Inriver platform throughout their customer journey. Acting as a trusted advisor, you will combine customer success expertise with technical knowledge of digital commerce, PIM, integrations, and solution design to drive adoption, optimize solutions, and support long-term customer success. Working closely with Account Management, Solution Architects, Product, and Professional Services teams, you will guide customers through onboarding, adoption, business reviews, and growth opportunities while helping them address complex business and technical challenges.
Requirements
- Bachelor’s degree in Business, Computer Science, Information Systems, IT, or a related field.
- 3–5+ years of experience in Customer Success, Solution Consulting, Solution Architecture, Sales Engineering, or a similar customer-facing SaaS role.
- Strong understanding of SaaS platforms, enterprise software, digital commerce ecosystems, and Product Information Management (PIM) solutions.
- Experience working with complex customer environments, technical stakeholders, and cross-functional teams.
- Knowledge of APIs, integrations, data flows, and modern software architecture concepts.
- Strong analytical, problem-solving, and consultative skills.
- Customer-centric mindset with the ability to understand business objectives and translate them into value-driven outcomes.
- Proven ability to manage multiple priorities in a fast-paced environment
- Excellent communication and presentation skills, with fluent written and spoken English.
Responsibilities
- Manage a portfolio of strategic enterprise customers, driving adoption, retention, and expansion.
- Serve as a strategic and technical advisor, understanding customers’ business goals, processes, and technology ecosystems. To be able to translate business and technical requirements into scalable solution recommendations
- Support customers in optimizing workflows, integrations, product data models, and platform capabilities.
- Lead onboarding activities post-implementation and ensure successful customer ramp-up.
- Conduct business reviews, solution reviews, and health checks to align platform usage with customer objectives.
- Develop and execute success plans that drive measurable business outcomes and ROI.
- Identify risks proactively and implement strategies to improve customer health and reduce churn.
- Partner with Account Management to support renewals, expansion opportunities, and account planning.
- Represent the voice of the customer internally, providing insights on product adoption, technical challenges, and improvement opportunities.
- Facilitate customer workshops, discovery sessions, demos, and strategic discussions when technical expertise is required.
Benefits
- The estimated pay range for this role is 120k -160k as base salary per annum + Variable.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
