Technical Customer Success Manager

We currently have two Technical CSMs in Canada and one in Europe, and we’re hiring another based in Toronto, Canada. Your job is simple to explain and hard to do well: help customers turn Modash data into successful products, and own the outcome when getting there gets messyYou’ll own the entire journey for our API customers: from onboarding and adoption to expansion and long-term growth. Doing this well means becoming an extension of their team: understanding what they’re building, where they’re going, and how Modash can help them get thereYou’ll manage a portfolio of customers using one or both of our APIs. Success is measured mainly through Net Revenue Retention (NRR) and the work that drives itBuild clear success plans with goals, priorities and next stepsRun regular customer calls and proactively keep things movingUnderstand what customers are building and help them use the right data and endpointsTroubleshoot technical issues and own getting them resolvedSpot risks early and create a planFind new ways Modash can help customers growOwn expansion end-to-end, from spotting the opportunity to closing the upgradeOwn renewals and keep your accounts organised and up to dateOnce a customer buys Modash, you’ll become one of their closest partners hereRun a strong Sales → CS handoverUnderstand what they’re building and what success looks likeCreate a clear integration plan with milestones and ownersHelp them make the right technical decisions and remove blockersHelp them get to first value quicklyLeave every interaction with clear next steps, owners and datesYou’ll be the voice of your customers internallyYou’ll work closely with Product to bring them clear customer problems and opportunities, connect customers for discovery and testing, coordinate with Sales on expansion, work with Support and Engineering on technical issues, and help Marketing turn what we’re learning into useful customer resourcesEven when other teams are involved, you own driving the customer outcome forwardThe tools you’ll use:Vitally → Customer Success CRMNotion → internal knowledgeIntercom → customer communication and supportStripe → subscriptions and invoicesFullStory → debugging and customer behaviourCalendly → schedulingBenefits
Flexible working hoursUnlimited paid vacation timeFully remote workingPersonal developmentOwnershipStrong written and spoken EnglishComfortable discussing APIs, integrations and data flows. You don’t need to code, but you should be technically curious to understandYou’re commercially minded and naturally look for ways customers can get more value and grow their business2+ years in Technical Customer Success, Account Management, Technical Account Management, or a similar customer-facing roleExperience working with APIs or data products, or a background in a technical, product management or product owner roleYou’re a clear, concise communicator who can make complicated things simpleYou lead customers, rather than simply support them. You ask good questions, understand the real problem and help decide what happens nextYou’re proactive, organised and comfortable working without a perfect playbookYou take ownership. When something gets messy, you simplify it, make a judgement and drive it to an outcomeExperience with creator data or creator marketingExperience owning renewals and expansionSome coding or data experience, such as reading code, writing small scripts or SQL
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