Founding 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 and well funded Y Combinator-backed startup. We’re using generative AI to automate debt collection, a $35B market in the US alone. Our AI agents are already outperforming human collectors by 2X, and we’re doing so at a fraction of the cost.

With a small team, we scaled to a $3M annualized revenue run rate in just over a year, and we’re now hiring a Founding Technical Customer Success Manager to help us reach $10M+ over the next year.

The Role

We’re looking for a Founding Technical Customer Success Manager to own customer relationships after launch and ensure customers are successful with CollectWise.

You’ll work at the intersection of customer success, engineering, and operations, managing customer communication, resolving technical issues, optimizing AI agents, supporting implementations, and identifying opportunities to expand accounts.

This is a highly hands-on role. You should be comfortable working directly with customers, troubleshooting technical problems, working with code when needed, and collaborating with engineering on more complex issues.

Your success will be measured by customer satisfaction, retention, product usage, account expansion, and customer performance.

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

Desired 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 skills with a high level of 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 and priorities simultaneously
• Highly proactive with a strong sense of ownership
• Commercial mindset with the ability to identify upsell and account expansion opportunities

Compensation

• $150,000 to $200,000 OTE, including a $130,000 to $160,000 base salary plus variable compensation tied to customer expansion and retention