Technical Customer Success Manager — AI Agents

Responsibilities

• Manage post-sales processes for B2B SaaS customers, ensuring successful implementation and ongoing support.
• Configure software solutions based on customer requirements, ensuring optimal setup for AI agents and workflows.
• Troubleshoot technical issues and provide timely resolutions to customer inquiries and challenges.
• Collaborate with clients to develop effective AI prompts and integrations that meet their business needs.
• Maintain ownership of customer issues and open items, providing updates and follow-through on resolutions.
• Identify when engineering support is necessary and communicate effectively with the integration engineering team.
• Foster strong relationships with customers to build confidence in our solutions and support offerings.
• Document customer interactions and solutions to enhance knowledge sharing within the team.
• Provide training and guidance to customers on using our software effectively.
• Work within US business hours to ensure availability for customer support.

Requirements

• Proven experience in a customer success management role, particularly within a B2B SaaS environment.
• Technical aptitude to configure software, troubleshoot issues, and understand integrations and AI workflows.
• Strong problem-solving skills and ability to work effectively under pressure in a fast-paced environment.
• Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
• Demonstrated ownership mentality, with a proactive approach to customer service and issue resolution.
• Comfort with technical tools and platforms related to AI agents and integrations.
• Ability to work collaboratively with cross-functional teams, including engineering when necessary.
• Strong organizational skills and attention to detail to manage multiple customer accounts and issues simultaneously.

Nice to Have

• Experience with AI technologies and their application in customer service or operations.
• Familiarity with API integrations and software development processes.
• Previous experience in a technical support or implementation role.
• Knowledge of customer success metrics and best practices.
• Experience using customer relationship management (CRM) tools and customer success software.

Benefits

• Opportunity to work in a rapidly growing company at the forefront of AI technology.
• Collaborative and innovative work environment that encourages professional growth.
• Access to ongoing training and development to enhance your skills and knowledge.
• Remote work opportunities that allow for a flexible work environment.
• Comprehensive benefits package including health, dental, and retirement plans.
• Supportive team culture that values ownership, speed, and proactive engagement.