Technical CSM

JR United Kingdom; City Of London; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading technology company in London is searching for a Technical Customer Success Manager to enhance customer engagement and ensure the effective use of their Internal Developer Portal. The role blends technical knowledge with strategic account management, requiring excellent problem-solving and communication skills. This position offers the opportunity to significantly contribute to customer satisfaction and business growth.

Qualifications

• 5+ years in technical customer-facing roles.
• Experience with developer tools, CI/CD practices, and cloud infrastructure.
• Exceptional communication and organizational abilities.
• Collaborative team player with problem-solving skills.

Responsibilities

• Serve as primary contact for customers, tailoring success strategies.
• Monitor and address technical account health indicators.
• Build strong customer relations and advocate for their needs.
• Lead onboarding and adoption initiatives aligned with customer goals.
• Collaborate with cross-functional teams to drive account growth.

Skills

Problem-solving

Communication

Technical Expertise

Organizational Skills

Collaboration

Customer Relations

Job description

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Port is actively seeking a Technical Customer Success Manager with a strategic mindset and a proactive approach. In this pivotal role, you'll be instrumental in ensuring our customers fully leverage our Internal Developer Portal to achieve their business objectives. This position demands a blend of technical expertise and customer-facing skills to guide customers from onboarding through to adoption, ensuring their satisfaction and uncovering opportunities for expansion.

Responsibilities:

• Act as the primary point of contact for customers, deeply understanding their technical needs, challenges, and business objectives to develop bespoke success strategies.
• Monitor technical health indicators within customer accounts, proactively addressing issues to ensure ongoing customer satisfaction and success.
• Forge and maintain strong relationships with key stakeholders, positioning yourself as a trusted advisor for all matters related to Port.
• Lead strategic initiatives, including tailored onboarding programs and adoption strategies, to align with customer goals.
• Serve as a liaison between customers and internal teams (Sales, R&D, Marketing), advocating for customer needs and fostering collaborative solutions.
• Collaborate with Account Executives to identify and pursue expansion opportunities, contributing to account growth and retention.

Requirements:

• 5+ years of experience in technical customer-facing roles such as Technical Customer Success Manager, Technical Customer Success Engineer, or Technical Account Management within the tech or SaaS industry.
• In-depth experience with technical products or services, especially familiarity with developer tools, CI/CD practices, cloud infrastructure and software development processes.
• Excellent problem-solving skills, coupled with the ability to clearly communicate complex technical concepts to a diverse audience.
• Exceptional communication and organizational skills, capable of managing different sized accounts and prioritizing tasks effectively.
• A collaborative team player, able to work closely with cross-functional teams to enhance customer success and drive account growth.
• Spanish speakers -advantage

Join Us:

At Port, you'll play a crucial role in our customers' success, contributing to a team that's passionate about technology, growth, and delivering value. If you're excited about combining technical depth with strategic account management to drive customer success, we'd love to have you on board.