Technical Customer Success Manager (Toronto)

About the Company

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, YCombinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

About the Role

We seek intelligent, self‑motivated individuals who thrive in fast‑paced, energetic, and often uncertain environments—those who demonstrate a high level of personal responsibility, initiative, and dedication. A strong technical foundation is important, along with a deep curiosity to expand your knowledge in the rapidly evolving AI landscape. You should be passionate about our product, driven to continuously learn, and committed to delivering exceptional value to our growing customer base.

Responsibilities

• Client Onboarding & Implementation
  • Educate customers about the company’s AI virtual agents and ensure they understand how to integrate them into their current support systems (chat, email, voice).
  • Work with the client to tailor the virtual agents to their needs, ensuring they align with the client’s workflows, tone, and support objectives.
  • Assist with initial setup and deployment, ensuring integration across various communication channels.
  • Provide technical assistance on integrating APIs, configuring conversation flows, training models, and troubleshooting deployment challenges.
• Ongoing Customer Support & Troubleshooting
  • Act as the first line of contact for troubleshooting issues related to the virtual agents, working to resolve technical problems promptly.
  • Escalate unresolved issues to appropriate internal teams and manage the escalation process, keeping the client informed.
  • Perform proactive health checks and system monitoring; review metrics such as accuracy, response time, and user satisfaction, taking corrective action when needed.
• Client Relationship Management
  • Serve as the primary contact for all technical matters related to the client’s use of virtual agents.
  • Advocate for the client’s needs internally, ensuring the product roadmap aligns with their priorities.
  • Build strong, long‑term relationships to ensure continuous satisfaction and offer value‑driven recommendations.
• Product Training, Education, and Knowledge
  • Lead or coordinate training sessions for client teams on managing and optimizing virtual agents.
  • Ensure the client team can handle basic functionalities and administrative tasks, such as updating conversational flows and adjusting settings.
  • Stay up to date with AI developments, natural language processing, and machine learning techniques used in customer support solutions.
  • Track competitor offerings to keep the company’s solutions competitive and relevant.
• Performance Monitoring & Reporting
  • Regularly review KPIs such as response accuracy, customer satisfaction, response times, and conversion rates.
  • Generate insightful reports and data that showcase virtual agent performance, identify trends, and make actionable recommendations.
  • Advise clients on best practices for improving performance, such as updating dialogue scripts or enhancing training data.
• Collaboration with Internal Global Teams
  • Gather client feedback on performance and communicate it to product and engineering teams.
  • Act as the customer’s champion for new features or improvements and advocate in product development.
  • Work closely with product managers, data scientists, and developers to resolve complex client issues and deliver optimal AI solutions.
  • Support global customers across time zones, balancing flexibility with availability.
• Strategic Planning & Account Growth
  • Understand the client’s business goals and suggest how AI virtual agents can meet those objectives.
  • Identify opportunities for expanding AI usage within the organization, including new channels, capabilities, or advanced features.
  • Conduct quarterly strategic reviews with clients to discuss performance, roadmap, new features, and growth opportunities.
• Documentation, Best Practices, and Change Management
  • Develop and maintain clear technical documentation, guides, FAQs, and troubleshooting resources.
  • Create and maintain standard operating procedures for common troubleshooting issues and best practices related to virtual agents.
  • Coordinate feature rollouts with clients, ensuring smooth transitions during product updates.
  • Manage client change requests for customizations, balancing technical feasibility with customer needs.

Requirements

• More than six years of experience in a Technical Customer Success or Technical Account Management role within a B2B SaaS environment.
• Self‑assured, self‑starter with proven ability to work in a fast‑moving startup culture and make quick judgments based on evolving customer needs.
• Relevant consulting and project management experience, preferably in a SaaS environment.
• Strong curiosity with a genuine desire to learn, think with agility, and apply learnings to new situations.
• Stellar written and verbal communication tailored to the persona.
• Proven track record in building strong relationships with VP and C‑suite management in the customer portfolio.
• Strong technical knowledge, working knowledge of APIs, and managing integrations.
• Familiarity with CRM software and support platforms (e.g., Zendesk, Salesforce, FreshDesk).
• Willingness and ability to travel up to 20‑30% of the time in response to customer needs.
• Prior work experience with chat, email, voice AI solutions or agent desk solutions is preferred but not required.

Netomi is an equal‑opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, or other protected characteristics.

Netomi participates in E‑Verify for the purpose of work authorization.

We may use artificial intelligence tools to support parts of the hiring process, such as reviewing applications or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are made by humans.