Technical Customer Success Manager, Modash

• 2+ years in Technical Customer Success, Account Management, Technical Account Management, or a similar customer-facing role
• Experience working with APIs or data products, or a background in a technical, product management or product owner role
• Comfortable discussing APIs, integrations and data flows. You don't need to code, but you should be technically curious to understand
• You lead customers, rather than simply support them. You ask good questions, understand the real problem and help decide what happens next
• You take ownership. When something gets messy, you simplify it, make a judgement and drive it to an outcome
• You're a clear, concise communicator who can make complicated things simple
• You're commercially minded and naturally look for ways customers can get more value and grow their business
• You're proactive, organised and comfortable working without a perfect playbook
• Strong written and spoken English

Desirable

• 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 messy
• You'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 there
• 1. Own your portfolio of accounts
• You'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 it
• You'll:
• Build clear success plans with goals, priorities and next steps
• Run regular customer calls and proactively keep things moving
• Understand what customers are building and help them use the right data and endpoints
• Troubleshoot technical issues and own getting them resolved
• Spot risks early and create a plan
• Find new ways Modash can help customers grow
• Own expansion end-to-end, from spotting the opportunity to closing the upgrade
• Own renewals and keep your accounts organised and up to date
• 2. Onboard new customers
• Once a customer buys Modash, you'll become one of their closest partners here
• Run a strong Sales → CS handover
• Understand what they're building and what success looks like
• Create a clear integration plan with milestones and owners
• Help them make the right technical decisions and remove blockers
• Help them get to first value quickly
• Leave every interaction with clear next steps, owners and dates
• 3. Collaborate across Modash
• You'll be the voice of your customers internally
• You'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 resources
• Even when other teams are involved, you own driving the customer outcome forward
• The tools you'll use:
• Vitally → Customer Success CRM
• Notion → internal knowledge
• Intercom → customer communication and support
• Stripe → subscriptions and invoices
• FullStory → debugging and customer behaviour
• Calendly → scheduling