Job Description

About The Role

The Technical Customer Success Manager for AI Agents is a vital client-facing role focused on ensuring the success of our B2B SaaS customers. In this position, you will take ownership of post-sales processes, working closely with clients to configure our software, troubleshoot any issues, and implement AI agents and workflows. This role is not engineering-focused; rather, it requires a technical background to understand and manage integrations and determine when engineering support is necessary.

You will thrive in a fast-paced environment where quick responses to customer needs are essential. Your proactive approach and technical curiosity will empower you to build strong relationships with our clients, ensuring they achieve their desired outcomes with our solutions. The ideal candidate will possess a deep understanding of customer success principles and a passion for technology.

Responsibilities

Manage post-sales processes for B2B SaaS customers, ensuring successful implementation and ongoing support
Configure software solutions based on customer requirements, ensuring optimal setup for AI agents and workflows
Troubleshoot technical issues and provide timely resolutions to customer inquiries and challenges
Collaborate with clients to develop effective AI prompts and integrations that meet their business needs
Maintain ownership of customer issues and open items, providing updates and follow-through on resolutions
Identify when engineering support is necessary and communicate effectively with the integration engineering team
Foster strong relationships with customers to build confidence in our solutions and support offerings
Document customer interactions and solutions to enhance knowledge sharing within the team
Provide training and guidance to customers on using our software effectively
Work within US business hours to ensure availability for customer support

Requirements

Proven experience in a customer success management role, particularly within a B2B SaaS environment
Technical aptitude to configure software, troubleshoot issues, and understand integrations and AI workflows
Strong problem-solving skills and ability to work effectively under pressure in a fast-paced environment
Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders
Demonstrated ownership mentality, with a proactive approach to customer service and issue resolution
Comfort with technical tools and platforms related to AI agents and integrations
Ability to work collaboratively with cross-functional teams, including engineering when necessary
Strong organizational skills and attention to detail to manage multiple customer accounts and issues simultaneously

Nice to Have

Experience with AI technologies and their application in customer service or operations
Familiarity with API integrations and software development processes
Previous experience in a technical support or implementation role
Knowledge of customer success metrics and best practices
Experience using customer relationship management (CRM) tools and customer success software

Benefits

Opportunity to work in a rapidly growing company at the forefront of AI technology
Collaborative and innovative work environment that encourages professional growth
Access to ongoing training and development to enhance your skills and knowledge
Remote work opportunities that allow for a flexible work environment
Comprehensive benefits package including health, dental, and retirement plans
Supportive team culture that values ownership, speed, and proactive engagement

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all walks of life and strive to create equal opportunities for everyone. Thank you for considering a career with us!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.