Technical CSM Lead – CX Platform & Integrations

Puzzel

Københavns Kommune

Hybrid

DKK 538,000 - 807,000

Full time

10 hours ago

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Job summary

Puzzel is seeking a Technical Customer Success Manager to join our Customer Success team. You'll blend strong CSM instincts with deep technical grounding, engaging with IT, operations, and CX leaders to drive value from our AI-native CX platform.

You’ll run structured discovery, diagnose root causes, design measurable Success Plans, and coordinate with Solutions Architecture, Professional Services, and Engineering to lift product capability.

Qualifications

Experience in a technically complex, customer-facing role (CCaaS/SaaS/telecoms).
Strong knowledge of contact centre concepts, voice and routing.
Ability to lead discovery and diagnose root causes across adoption, configuration and integration.
Excellent English, written and spoken.

Responsibilities

Lead technical discovery: run structured discovery with business, operations and IT stakeholders.
Diagnose root causes: determine whether adoption, training, process, configuration, integration or platform is the obstacle.
Develop measurable Success Plans connecting customer goals to Puzzel capabilities.
Demonstrate Puzzel across multiple products and advise on configuration impacts.
Drive optimisation using data to identify risks and improvements.
Protect renewals and growth by providing context for renewals/expansion.
Coordinate handoffs with Architecture/PS/Engineering with clear problems and findings.
Mentor Product CSMs and maintain demo environments; report recurring themes.