Technical Success Manager - Team Lead

JobNimbus • Lehi, UT

3d

About The Position

The Technical Success Manager Team Lead is a senior individual contributor who pairs ownership of a reduced customer book of business with operational leadership for the TSM team. This role strengthens customer health, adoption, retention readiness, and escalation outcomes by creating scalable practices, mentoring peers, and turning customer insights into action without formal people-performance management responsibility. Be the guide every contractor needs when the road gets rocky. As a Technical Support Specialist at JobNimbus, you are on the front lines of our customer experience, the person who turns frustration into confidence and confusion into clarity. You will troubleshoot software issues, share best practices, and make sure every user who reaches out leaves better equipped than when they arrived. World-class support is not just a goal here, it is the standard.

Requirements

• Bachelor’s degree.
• 3–5 years of similar experience in technical customer success, customer success, technical account management, or a closely related customer-facing SaaS role.
• Demonstrated experience owning customer relationships or a book of business and helping customers adopt a technical product.
• Experience handling complex customer escalations and creating clear action plans across internal partners.
• Experience building or improving playbooks, documentation, processes, or operating cadences.
• Ability to mentor peers and onboard teammates without relying on formal supervisory authority.
• Strong written and verbal communication, judgment, organization, and cross-functional influence skills.
• Proficiency with HubSpot CRM.

Nice To Haves

• Ownership. Every interaction — whether it's your account or a peer's escalation you've stepped in on — is a chance to make someone's day better. You lead with empathy, communicate with clarity, and make sure no customer or teammate is left hanging.
• Customer Obsessed. You own your book of business, your resolution rate, and your escalations — and when a complex issue lands on your desk, you build the action plan and drive it to resolution. When something falls through the cracks anywhere on the team, you're the one who notices, flags it, and fixes it.
• Self Awareness. You do not just solve problems, you help prevent them — for your customers and everyone else's. You mentor and onboard teammates, share feedback, flag recurring risks, and turn what you learn into playbooks and process that make the experience better for every customer and every TSM who comes after.
• Proactive Learning. You treat JobNimbus knowledge like a superpower because it is. The deeper you know the product, the faster and better you can help — and the more effectively you can coach that knowledge into the rest of the team.
• Team Commitment. Great support is a team sport, and you're a player-coach. You build operating rhythms, share what you learn, lift up your teammates without needing formal authority to do it, and contribute to a culture where a 4-star rating is the floor, not the ceiling.

Responsibilities

• Own a reduced portfolio of customers, guiding technical adoption, health, retention readiness, and value realization.
• Serve as a senior escalation point for complex customer issues; establish account and escalation action plans and coordinate resolution with the appropriate partners.
• Establish and sustain team operating rhythms, including meetings, knowledge-sharing, and visibility into customer health, risks, and escalations.
• Create, maintain, and prioritize TSM playbooks, process documentation, and other scalable operating resources.
• Mentor and onboard Technical Success Managers on customer-success practices, escalation approaches, and team standards; provide coaching without conducting performance reviews.
• Recommend process improvements to Customer Experience Leadership based on team operations, customer trends, and recurring risks.
• Represent TSM needs and voice-of-customer insights to leadership and partner teams, influencing product and partner priorities.
• Partner with Customer Experience Leadership to improve adoption, renewal readiness, documentation consistency, escalation resolution, and new-TSM ramp readiness.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior