Technical Customer Success Manager (SaaS)

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Job Title: Technical Customer Success Manager (SaaS)

Location: Remote

Time Zone: U.S. Time Zones (EST-PST), core hours aligned to EST

Reports To: Executive Leadership

Role Overview

The Technical Customer Success Manager ensures clients achieve measurable outcomes through a technology-driven podcast and content distribution service. This role is ideal for someone who enjoys working at the intersection of clients, technology, and operations. You will guide clients through onboarding, adoption, and ongoing success while leveraging technical knowledge to support scalable, repeatable service delivery.

Key Responsibilities

• Manage the full customer lifecycle from onboarding through renewal

• Act as a trusted advisor, combining business context with technical understanding

• Translate client needs into documented processes, workflows, and service actions

• Support data-driven conversations using platform metrics, reports, and integrations

• Proactively resolve issues and manage expectations with clarity and professionalism

• Partner with internal teams to align technical execution with client goals

• Capture feedback, success stories, and opportunities for continuous improvement

Required Qualifications

• 2-4 years of experience in customer success, technical account management, or SaaS support

• Foundational knowledge of SQL and Python, with the ability to discuss logic, queries, or data flows

• Experience working within a tech or SaaS company environment

• Non-negotiable: Prior remote work experience, strong command of remote collaboration tools (Slack, Zoom, Google Workspace, Asana or similar), and experience supporting U.S. or UK-based clients. Candidates without this background will not be considered.

• Strong communication skills and confidence in client-facing interactions

• Detail-oriented with a structured, systems-focused mindset

Preferred Qualifications

• Background in marketing agencies, martech, or content platforms

• Experience with automation tools, CRM customization, or reporting

• Familiarity with podcasting, content production, or B2B services

Tools & Technology

• HubSpot CRM or equivalent

• SQL, Python (working knowledge)

• Slack, Zoom, Calendly

• Zapier or automation platforms

Please NOTE

It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps-the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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