Customer Success Manager

Gardner Resources Consulting, LLC; Massachusetts; On-site; USD 90,000 - 130,000; Full time

Job summary

Gardner Resources Consulting, LLC is seeking a Technical Customer Success Manager to be the primary point of contact for customers using our technology platform. You will manage inquiries, perform initial troubleshooting, and coordinate with Product and Engineering to ensure timely support.

You will translate complex platform functionality into clear guidance, maintain knowledge resources, and drive continuous improvements in the customer experience.

Qualifications

• Experience in customer success, technical support or related customer-facing tech role.
• Strong technical troubleshooting and problem-solving skills.
• Experience coordinating customer issues through resolution.
• Ability to learn complex platform functionality and explain it clearly to customers.

Responsibilities

• Own intake and initial triage of customer requests and support inquiries.
• Serve as a primary point of contact for customer questions and platform-related issues.
• Conduct initial investigation and basic root-cause analysis.
• Resolve common requests independently and route more complex issues to Product/Engineering teams.
• Track customer issues from intake through resolution.
• Maintain strong knowledge of platform functionality and common customer use cases.
• Develop customer support documentation, FAQs and knowledge resources.
• Identify recurring customer issues and opportunities for improvement.
• Coordinate customer communications and provide timely status updates during resolution.
• Partner with Product and Engineering teams to improve customer experience.

Skills

Technical troubleshooting

Customer communication

Incidents coordination

Platform knowledge

Tools

Ticketing systems

Job description

Our client is seeking a Technical Customer Success Manager to serve as a primary point of contact for customers using our technology platform. This individual will manage incoming customer questions and issues, perform initial troubleshooting, coordinate with Product and Engineering teams when needed, and ensure customers receive timely and effective support.

The ideal candidate combines strong customer communication skills with enough technical aptitude to investigate issues, understand platform functionality and effectively coordinate resolution.

Responsibilities

• Own intake and initial triage of customer requests and support inquiries.
• Serve as a primary point of contact for customer questions and platform-related issues.
• Conduct initial investigation and basic root-cause analysis.
• Resolve common requests independently and route more complex issues to the appropriate Product or Engineering teams.
• Track customer issues from initial intake through resolution.
• Maintain strong knowledge of platform functionality and common customer use cases.
• Develop customer support documentation, FAQs and knowledge resources.
• Identify recurring customer issues, trends and opportunities for improvement.
• Reduce unnecessary Engineering interruptions by independently handling common questions and support needs.
• Coordinate customer communications and provide timely status updates throughout issue resolution.
• Partner with Product and Engineering teams to improve the overall customer experience.

Qualifications

• Experience in customer success, technical support, application support or a related customer-facing technology role.
• Strong technical troubleshooting and problem-solving skills.
• Experience coordinating customer issues or incidents through resolution.
• Ability to learn complex platform functionality and explain it clearly to customers.
• Strong organization, follow-through and stakeholder management skills.
• Experience with ticketing, case management or incident management systems preferred.