Technical Customer Success Manager

Technical Customer Success ManagerHi! I'm Paula, the Head of Customer Success at Modash.I'm looking for a Technical Customer Success Manager to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.Background & Reason For HiringCustomer Success has been one of the most important functions at Modash since the beginning. Our value Customers and Creators First guides the team every day. We're hiring a new Technical CSM based in Europe so every customer gets the attention and support they deserve as we grow.We already have two CSMs in Europe: Maris (platform CSM) and Georg (Technical CSM). We also have three other CSMs in Canada. You'll join a tight-knit CS team that takes ownership seriously and cares about the people we work with.Scope Of The Role & What You'll Actually DoYour job is simple to explain and hard to do well: be a partner to our customers as they build their own product on top of our creator data.You'll own the entire journey for our API customers: from onboarding and adoption to expansion and long-term growth. You'll help them integrate, innovate, and scale with Modash.1. Own Your Portfolio Of AccountsYou'll manage a portfolio of customers, who have purchased one or both of our APIs. Success in this role is measured mainly through Net Revenue Retention (NRR) across your portfolio, and the day-to-day work that drives it (adoption, success plans, and renewals).For each account, you'll:Build and maintain a clear success plan (goals, next steps, check-ins)Run regular calls (mostly European time zones)Help customers use the right endpoints for their use caseHelp customers find new ways to use Modash dataHelp troubleshoot technical issuesOwn the expansion end-to-end, from spotting the need to closing the upgradeOwn renewals and coordinate invoicing with FinanceKeep your portfolio organized: clear recaps after every interaction and keep Vitally up to date2. Onboard New CustomersAs soon as a customer buys Modash and is handed over from Sales, you're their first real partner at Modash. You'll:Run a strong Sales ? CS handover and agree on goals for the next 30–90 daysRun onboarding calls with a clear integration plan (milestones and owners)Review their first integration before they go live (payloads, pagination, retries)Help them get to first value fastSend a clear recap with next steps, owners, and dates3. Collaborate With Product, Sales, Support and MarketingYou're the voice of the customer internally. That means:You're the main bridge between customers and Product. You'll bring customer problems to Product in a clear way, and help shape what we build next.You'll connect the right customers to Product for deeper discovery, feature testing, and early feedback.You'll coordinate with Sales on handovers and expansion opportunities.Work with Support and Engineering to resolve technical issuesYou'll work closely with Marketing to build customer-facing resources (guides, webinars, templates) and make sure customers engage with them.The Tools You'll UseVitally ? our Customer Success CRM and source of truth for all accountsNotion ? our internal knowledge base for everything ModashIntercom ? customer support, newsletters, and in-app communicationStripe ? subscriptions, payments, and invoicesFullStory ? session recordings for debugging and understanding customer behaviorCalendly ? scheduling customer callsRequired Skills And ExperienceYou have 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role supporting technical customers.You're comfortable discussing APIs, integrations, and data flows. You might not code, but you understand how systems connect and love learning how things work.You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actually helpful.You're organized and good at follow-through. You can manage a lot of accounts at once without things slipping.You think ahead and build a plan with customers, instead of only reacting when something goes wrong.You learn quickly and can become a Modash product expert fast.Your English is strong, both written and spoken.You take ownership. When you hit a roadblock, you keep going and find a way forward.You're comfortable working in a startup environment where things move fast and change.Nice-To-HavesExperience working with creator data or in creator marketingExperience with common CS and billing tools (for example: Vitally, Intercom, and Stripe).Some coding experience (for example: writing small scripts, reading code, or using SQL)What We're OfferingFlexible working hours. We trust you to do your job, without anyone looking over your shoulder.Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life.Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill – we'll cover it.Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.