Technical Customer Success Manager, AllVoices

• 4+ years in a Technical Customer Success or Technical Account Management role at a B2B SaaS company
• Proven ability to build trusted relationships with stakeholders of varying levels
• Strong hands-on experience with APIs (REST, GraphQL), JSON payloads, and debugging integrations
• Working knowledge of SQL for querying and validating customer data
• Ability to read logs, inspect API responses, and diagnose issues across systems
• Demonstrated use of AI tools in a professional context, with a forward-leaning perspective on how AI can improve customer engagement and operational efficiency
• Exceptional communication skills across audiences: you can translate technical concepts for HR practitioners and business priorities for IT teams
• High degree of accountability and revenue ownership

Desirable

• We're looking for a Technical Customer Success Manager who sits at the intersection of relationship management, technical fluency, and commercial ownership
• We are looking for someone who leads with curiosity and empathy, earns trust through expertise and follow-through, and holds themselves accountable to customer outcomes
• Serve as the technical point of contact for your accounts, handling data queries, API/integration troubleshooting, and JSON-based configuration support independently and with confidence
• Guide customers through API implementations, including authentication, data mapping, and error handling
• Work with customer data structures (HRIS, case management, etc.) to ensure clean ingestion and reporting accuracy
• Diagnose complex issues across systems, logs, and data flows — not just UI-level problems
• Partner with customer IT teams on security, data governance, and integration best practices
• Act as a credible technical voice in customer conversations, able to engage meaningfully with both HR practitioners and IT or systems administrators
• Develop deep, working knowledge of AllVoices' product capabilities, configurations, and underlying logic — enabling you to independently diagnose issues, answer complex customer questions, and resolve problems directly with the customer
• Full lifecycle ownership of an Enterprise book of business — renewals, expansions, upsells, risk mitigation, and ongoing value delivery
• Build deep, multi-threaded relationships across customer organizations, from day-to-day HR practitioners to executive sponsors
• Develop a thorough understanding of each customer's business practices, HR workflows, and organizational structure, to drive tailored success plans
• Partner closely with Product & Engineering to synthesize customer feedback into actionable insights, advocate for high-impact gaps, and influence roadmap prioritization based on demonstrated customer value
• Drive adoption strategy across accounts, identifying underutilized capabilities and building targeted enablement plans to accelerate time-to-value
• Monitor customer health signals proactively, intervening early with structured success plans before issues escalate to risk