Technical Success Manager

JobNimbus • Lehi, UT

1d

About The Position

We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job!
Mission:
The Technical Success Management Team supports customer success at scale through fast, high-quality technical responses, proactive enablement, and cross-functional collaboration. This team resolves friction, promotes adoption, and enhances satisfaction across a wide portfolio of customers by operating with consistency and expertise
What You'll Be Doing:
Drive Adoption: Improve adoption by ensuring customers are using key features that solve their specific pain points.
Risk Management: Prevent downgrades & churn by tracking customer pain points and addressing risk factors early.
Deliver an Exceptional Technical Support Experience: Deliver an exceptional technical customer experience that builds trust, drives product value, and ensures retention — measured by consistently high CSAT.
Partner with AE to Provide Strategic Roadmap of Feature Adoption: Collaborate with Account Executives to co-develop feature adoption roadmaps. Provide technical guidance, suggest scalable solutions, and support implementation so the AE can lead growth conversations with confidence and technical feasibility.
Partner with Onboarding to Provide Implementation and Initial Adoption: Continue implementation after onboarding is complete to ensure customers adopt the product.
Partner with JobNimbus Marketing to Provide Leads: Identify potential leads and assist in warm hand-offs.
What Makes You the Hero for This Job:
ProYou can deliver fast, high-quality technical responses across a wide portfolio of customers.
You know how to turn customer friction into forward progress through proactive enablement and feature adoption.
You operate with consistency and expertise, and your customers feel it.
You’re comfortable owning outcomes and partnering cross-functionally (AEs, Product, Marketing, Events, Professional Services, Onboarding).
You communicate clearly, close loops, and build trust — especially during escalations.
You care about measurable success: adoption outcomes, retention signals, and customer satisfaction.
Superpowers:
Ownership. You own the customer’s technical outcomes end-to-end, and you take the escalation, drive the plan, coordinate the players, and close the loop. No hand-holding.
Customer Obsessed. You measure success by the customer actually winning — faster workflows, fewer headaches, higher adoption, and a support experience that builds real trust (90%+ CSAT isn’t optional).
Proactive Learning. You stay one step ahead of the customer’s next question constantly sharpening your JobNimbus product expertise, learning new features as they ship, and turning what you learn into repeatable playbooks.
Team Commitment. You don’t operate like a lone wolf. You share what you’re learning, document solutions, and make the whole team better, so we can deliver fast, consistent support at scale.
Mentor (Hit us up to get more information)
Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography and recruiting.
JobNimbus is proud to be an equal opportunity / affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, Veteran status, or other legally protected characteristics. This position may require the successful completion of a criminal background check and/or drug screen. If you have a disability or special need that requires accommodation, please let us know in the application.
If you have any questions regarding this job post, please email [email protected].

Requirements

• You can deliver fast, high-quality technical responses across a wide portfolio of customers.
• You know how to turn customer friction into forward progress through proactive enablement and feature adoption.
• You operate with consistency and expertise, and your customers feel it.
• You’re comfortable owning outcomes and partnering cross-functionally (AEs, Product, Marketing, Events, Professional Services, Onboarding).
• You communicate clearly, close loops, and build trust — especially during escalations.
• You care about measurable success: adoption outcomes, retention signals, and customer satisfaction.
• Ownership. You own the customer’s technical outcomes end-to-end, and you take the escalation, drive the plan, coordinate the players, and close the loop. No hand-holding.
• Customer Obsessed. You measure success by the customer actually winning — faster workflows, fewer headaches, higher adoption, and a support experience that builds real trust (90%+ CSAT isn’t optional).
• Proactive Learning. You stay one step ahead of the customer’s next question constantly sharpening your JobNimbus product expertise, learning new features as they ship, and turning what you learn into repeatable playbooks.
• Team Commitment. You don’t operate like a lone wolf. You share what you’re learning, document solutions, and make the whole team better, so we can deliver fast, consistent support at scale.

Responsibilities

• Improve adoption by ensuring customers are using key features that solve their specific pain points.
• Prevent downgrades & churn by tracking customer pain points and addressing risk factors early.
• Deliver an exceptional technical customer experience that builds trust, drives product value, and ensures retention — measured by consistently high CSAT.
• Collaborate with Account Executives to co-develop feature adoption roadmaps. Provide technical guidance, suggest scalable solutions, and support implementation so the AE can lead growth conversations with confidence and technical feasibility.
• Continue implementation after onboarding is complete to ensure customers adopt the product.
• Identify potential leads and assist in warm hand-offs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed