Role Description We are looking for a Technical Success Manager to join our Customer Success team. This is a remote role preferably based in the Northeast (NJ, DC, NYC, MA, NC), reporting to the Senior Manager, Technical Success. In this role, you will act as the primary technical partner for customers, helping them successfully adopt, use, and derive ongoing value from the company's product or platform. This role combines relationship management, technical guidance, and cross-functional coordination to improve customer outcomes, reduce risk, and support retention and growth. What you’ll do (Role Expectations) - Own a portfolio of customers and drive technical adoption, value realization, and long-term success. - Serve as a trusted technical advisor, translating customer goals into onboarding, enablement, and solution guidance. - Partner cross-functionally with Sales, Support, Product, and Engineering to resolve blockers and improve the customer experience. - Monitor customer health, identify risks and expansion opportunities, and proactively recommend actions to improve outcomes. - Document best practices, recurring technical issues, and customer feedback to help scale processes and influence product improvements. Qualifications - Experience in customer success, technical account management, solutions engineering, or a similar customer-facing technical role. - Ability to explain technical concepts clearly to both technical and non-technical stakeholders. - Demonstrated experience managing customer relationships, driving adoption, and mitigating risk across accounts. - Strong problem-solving skills with the ability to troubleshoot issues and coordinate cross-functional resolution. - Strong project management and communication skills in a fast-paced, cross-functional environment. Requirements - Experience supporting SaaS, cloud, API, data, or enterprise software products. - Experience with customer health metrics, renewal support, or expansion-focused account planning. - Experience creating scalable enablement materials, playbooks, or technical best-practice documentation. Benefits - Various health plans. - Time off plans for vacation and sick time. - Parental leave options. - Retirement options. - Education reimbursement. - In-office perks, and more!

• Work alongside Client Success Team Members and Sales counterparts to understand what has been sold to a client and how we should manage expectations throughout the program • Join all internal calls and post-sale client calls • Prepare decks ahead of post-sale client calls and QBRs • Gather and prepare materials for campaign launches • Prepare regular client campaign reports • Monitors pacing and escalates potential concerns to Client Success and Sales counterparts • Works across multiple internal teams to support product and answer client questions • Work with Client Success Team Members and Sales to respond to client feedback and provide recommendations and optimizations for their campaigns • Identify client, category, and product trends • Consistently provides optimizations for campaign growth to clients and internal team members • Utilizes several internal tools to review and analyze data, manage client accounts, and support clients’ needs effectively • Help establish processes to increase efficiency and offer creative solutions to solve problems

• Nurture strong, collaborative partnerships with a portfolio of high-value mid-market customers. • Support customers in achieving meaningful outcomes through their influencer marketing programs. • Analyze customer engagement data to identify risks and opportunities. • Drive platform adoption through strategic business reviews and roadmap discussions. • Collaborate with Implementation and Services teams to ensure successful onboarding. • Act as the customer’s internal advocate, channeling product feedback to inform roadmap decisions.

• Auditar el estado actual de Customer.io: datos, segmentos, journeys, naming y estructura general • Diseñar y documentar la arquitectura de CRM: modelo de datos, taxonomía de eventos, lógica de segmentación • Construir y optimizar journeys y automatizaciones para audiencias B2B y B2C • Gestionar y mejorar la integración entre Customer.io y el CRM de ventas (HubSpot / Salesforce) • Asegurar la calidad y consistencia de los datos en toda la cadena • Colaborar con Tech para implementar integraciones y eventos desde el producto • Trabajar con Marketing y Customer Success para traducir necesidades de negocio en lógica de CRM • Proponer y medir mejoras: deliverability, engagement, conversion y retención