Technical Customer Success Lead

MSE Technology; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

MSE Technology in Bengaluru, India is seeking a Technical Customer Success Manager to align client needs with product capabilities and build a Center of Excellence.

You will lead onboarding, drive adoption, manage a Bangalore-based team, and partner with engineering to resolve complex issues, ensuring long-term customer value and operational excellence.

Qualifications

• 5–7+ years in customer success or related technical role.
• Strong cloud/SaaS and API knowledge.
• Experience with enterprise SaaS relationships.
• Excellent troubleshooting and communication skills.
• Ability to translate complex tech concepts to non-technical audiences.
• Experience with CRM/ITIL is a plus.

Responsibilities

• Build and maintain relationships with client stakeholders.
• Lead onboarding, implementation, and adoption.
• Guide internal teams on operations and best practices.
• Provide technical consultation and troubleshoot coordination.
• Drive CoE and cross-functional expansion.

Skills

Customer Success

Technical Account Management

SaaS & Cloud

API & Integrations

Project Management

Stakeholder Management

Communication Skills

Data Analysis

Job description

Company Description

MSE Technology transforms brand visions into engaging digital experiences using best-in-class, vendor-agnostic technology. The company builds digital applications that empower brands to connect more effectively with their audiences. With strong Data and MarTech expertise, MSE Technology focuses on insight-driven decisions to enhance consumer engagement. The team takes pride in delivering world-class products and services and values collaboration, innovation, and technical excellence. Candidates joining MSE Technology can expect a dynamic environment focused on quality, learning, and impact.

Role Description

We are seeking a Technical Customer Success Manager to serve as a trusted advisor to our clients, helping them achieve business value from our services and products/capabilities we build for them and drive consolidation of several operational functions into a Centre of Excellence (CoE). The ideal candidate combines strong technical expertise with customer relationship management skills to drive product adoption, workflow optimization, team management, ensure customer satisfaction, operational excellence and support long-term customer success. The TCSM will own and manage a team primarily based in Bangalore.

As a Technical Customer Success Manager, you will partner with internal functions and customers, providing technical guidance, managing onboarding and implementation activities, resolving technical challenges, and identifying opportunities to maximize customer outcomes.

Your role will be the counter part to the Engineering Head, together driving e2e excellence and delivery.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with client stakeholders, including technical teams.
• Act as the primary point of contact for operational activities, covering e2e.
• Conduct regular business reviews - internal and external.
• Monitor customer health and proactively address risks to retention and satisfaction.

Technical Enablement and Support

• Guide clients through onboarding, implementation, integration, and adoption processes.
• Guide & manage internal operational resources on ways of working and operational excellence.
• Provide technical consultation on product configuration, best practices, and optimization.
• Assist in troubleshooting complex technical issues and coordinate with engineering and support teams when necessary.
• Help clients understand product capabilities and align them with business objectives.
• Drive Operational excellence across the Operational CoE, but building strong relationship with engineering and other functions.
• Innovation mindset to drive efficiencies.

Product Adoption and Growth

• Develop success plans with measurable outcomes for the CoE
• Identify opportunities for expansion, upselling, and cross-selling in collaboration with other functions.
• Advocate for customer needs and provide feedback to engineering teams and other functions.
• Develop a strong CoE.

Project Management

• Manage implementation timelines, milestones, and deliverables.
• Coordinate cross-functional resources to ensure successful customer outcomes.
• Document customer requirements, action plans, and technical solutions.
• Ensure timely follow-up on customer requests and escalations.

Customer Education

• Deliver product training sessions, workshops, and technical demonstrations.
• Create and maintain customer-facing documentation and knowledge resources.
• Promote best practices and enable customers to become self-sufficient.

Qualifications

• 5–7+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Professional Services, or a related customer-facing technical role.
• Strong understanding of cloud technologies, SaaS platforms, APIs, integrations, AI, and web technologies.
• Experience managing enterprise customer relationships.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Experience with CRM, ITIL and customer success platforms (nice to have)

Preferred Qualifications

• Technical background.
• Experience working with enterprise SaaS products.
• Familiarity with SQL, REST APIs, data integrations, and cloud platforms.
• Experience with customer success tools and analytics platforms.
• Project management experience and knowledge of implementation methodologies.
• Relevant certifications in cloud technologies, customer success, or project management.
• Clear demonstration of AI driving operational excellence and efficiencies.

Key Skills

• Customer Success Management
• Technical Consulting
• Stakeholder Management
• SaaS and Cloud Technologies
• API and Integration Knowledge
• Project Management
• Data Analysis and Reporting (nice to have)
• Problem Solving
• Communication and Presentation Skills
• Cross-Functional Collaboration

Success Metrics

• KPI Management
• Product adoption and utilization
• Net Promoter Score (NPS)
• Time-to-value for new customers
• Expansion revenue opportunities
• Reduction in customer escalations
• Achievement of customer success plan objectives