Technical Success Manager

About StainlessStainless is a fast-growing tech startup building the future of APIs. Our customers include industry leaders like OpenAI, Anthropic, and Cloudflare.We have raised over $35 million from a16z, Sequoia, and founders/C-levels from Stripe, Datadog, Segment, Linear, and more.We are headquartered in NYC, just west of SoHo, and are a team of ~60 strong expecting to double in the next ~9 to 12 months.About The RoleAs a Technical Success Manager at Stainless, you'll be driving the success for our most important customers—including Cloudflare, Google, Anthropic, and OpenAI. You'll ensure these customers achieve exceptional outcomes with our platform while managing complex technical relationships and driving product improvements based on their feedback.This role combines deep technical expertise with exceptional relationship-building skills. You'll investigate and triage sophisticated technical issues, manage escalations with grace, and keep both customers and internal teams organized and aligned. Most importantly, you'll build relationships that make customers genuinely excited to work with Stainless.What You'll DoServe as the primary technical point of contact for Stainless's most strategic customersBuild and maintain strong relationships with technical stakeholders at customer organizationsInvestigate, triage, and resolve complex technical issues, coordinating across engineering, product, and support teamsManage escalations effectively, ensuring customers feel heard and issues are resolved quicklyTrack and organize dozens of customer requests, issues, and initiatives across multiple accounts simultaneouslyTranslate customer needs and feedback into actionable insights for the product and engineering teamsDevelop deep expertise in the Stainless platform and stay current with customer use casesProactively identify risks to customer satisfaction and work to address them before they escalateConversely, also identify areas for expansion for the customer to use new products and services!Who you areYou have a technical background (engineering, computer science, or similar) and can engage credibly with senior engineers at customer organizationsYou have experience in technical account management, customer success, solutions engineering, or support engineeringYou excel at building relationships and making customers feel valued and supportedYou're exceptionally organized and can juggle multiple complex workstreams without dropping the ballYou have strong technical troubleshooting skills and can investigate issues methodicallyYou communicate clearly and effectively, both in writing and verbally, with technical and non-technical audiencesYou stay calm under pressure and can manage difficult situations with empathy and professionalismKey CompetenciesCustomer Happiness: You have a natural ability to keep customers satisfied, engaged, and enthusiastic about working with StainlessEscalation Management: You handle urgent and sensitive situations with composure, clear communication, and effective problem-solvingStrategic Insight: You can identify patterns in customer feedback and point Stainless toward the right product and service decisionsOrganization: You maintain clear tracking of issues, commitments, and relationships across multiple customersTechnical Investigation: You can dig into complex technical issues, ask the right questions, and triage effectivelyBenefitsWe offer competitive salary and generous equity grants. Great healthcare coverage options (e.g., fully covered platinum plans). Paid commuter benefits & similar. Paid team lunch/meals during workdays. Flexible PTO plus 3 weeks of company-wide vacation a year (2 weeks in December, 1 week at the end of the summer). Flexible WFH and 1 month fully remote per year ("remote February"). Compensation Range: $120K - $190K