Original job description
We are seeking a Technical Customer Success Manager who functions as a "Trusted Advisor" and a critical bridge between our clients’ business goals and our platform’s technical ecosystem. Your mission is to ensure our R&R platform is a frictionless, high-value part of the client's tech stack.
While you are responsible for the commercial health of your accounts, including identifying upsell opportunities, your primary lever for growth is technical excellence. By mastering workflows, driving high engagement, and ensuring seamless integrations, you create the "Green" account status that makes expansion a natural next step.
Key Responsibilities:
Workflow Debugging & Optimization: Act as a "friction-fighter" who proactively resolves technical hurdles. You troubleshoot everything from data validation gates to integration triggers before they impact the end-user.
Strategic Upselling & Growth: Identify opportunities for seat expansion, module upgrades, and service extensions. You don't just "sell"; you propose solutions based on a deep understanding of the client's unmet needs and their successful adoption of current features.
Feature Enablement: Strategically roll out new features. You ensure clients don't just have access to new tools but are actively enabled to use them to drive measurable cultural impact.
Drive "North Star" Metrics: Design and execute internal campaigns to boost adoption. You are responsible for keeping engagement high by monitoring usage data and proactively deploying success plans for "cold" accounts.
Technical Advocacy: Work seamlessly with remote engineering and product teams. You translate complex client pain points into clear technical requirements, ensuring the product roadmap reflects real-world enterprise needs.
Technical & Professional Requirements:
Security & Auth Fluency: Basic understanding of SSO, SAML, and OAuth frameworks. You are comfortable troubleshooting authentication loops and IdP configurations.
Data Integration Expertise: Proficiency in managing SFTP and CSV-based integrations. You understand the data requirements (hierarchies, cost centers, eligibility logic) needed to implement a robust R&R program.
The Technical Consultant: A "builder" mindset. You are comfortable navigating technical documentation and investigating platform behaviors independently before escalating to engineering.
Agile Mindset: Comfort working within iterative delivery models. You understand how to manage client expectations through both minor updates and major platform releases.
Remote-First Communicator: Proven ability to work effectively with distributed teams across different time zones, prioritizing clear documentation and asynchronous communication.
Added Advantages (Nice-to-Have):
HRIS Knowledge: Familiarity with platforms like Workday, SAP SuccessFactors, or ADP.
Sentiment Recovery: A proven track record of moving "At-Risk" accounts to "Green" status through technical stabilization and strategic re-engagement.
Success Attributes:
Consultative Growth: You see upselling as a way to provide more value, not just hit a quota.
Technical Resilience: You thrive on solving the "puzzle" of a complex integration.
Data-Informed: You use metrics like NPS, DAU, and participation rates to prove ROI and justify account expansion.
