Founding AI-Driven Technical Customer Success Manager

CollectWise; New York (NY); On-site; USD 130,000 - 200,000; Full time

Job summary

CollectWise is a fast-growing startup leveraging generative AI to automate debt collection. We seek a Founding Technical Customer Success Manager to own post-launch relationships, troubleshoot technical issues, optimize AI agents, and drive account expansion.

You will work across customer success, engineering, and operations to ensure customer success and adoption. The role is hands-on, involving direct customer interaction, troubleshooting, and collaboration with engineering on complex issues.

Qualifications

• 3+ years of experience in technical customer success, solutions engineering, sales engineering, technical operations, product management, technical support, software engineering, or a similar role.
• Excellent written communication with high responsiveness.
• Strong technical background with experience writing and debugging code and working with APIs, integrations, and data flows.
• Strong verbal communication and relationship-building skills.
• Strong attention to detail and ability to manage multiple customer issues.

Responsibilities

• Own day-to-day customer relationships after customers have gone live.
• Troubleshoot and resolve technical customer issues by adjusting configurations, shipping code when appropriate, and escalating to engineering when necessary.
• Monitor customer usage, performance, and trends to identify opportunities to improve results and increase adoption.
• Continuously optimize customer AI agents and workflows through prompt engineering.
• Upsell customers on additional products, use cases, and increased usage to expand revenue.
• Proactively engage customers when usage declines to reduce churn.
• Support new implementations and product rollouts for existing customers.

Skills

Technical CS

Code debugging

API integrations

Account expansion

Customer communications

Project ownership

Tools

Git

REST APIs

Job description

CollectWise is a fast-growing startup leveraging generative AI to automate debt collection. We seek a Founding Technical Customer Success Manager to own post-launch relationships, troubleshoot technical issues, optimize AI agents, and drive account expansion.

You will work across customer success, engineering, and operations to ensure customer success and adoption. The role is hands-on, involving direct customer interaction, troubleshooting, and collaboration with engineering on complex issues.