Remote Technical CSM: Adoption, Retention & Growth

Ladders; United States; Remote; USD 105,000 - 140,000; Full time

Benefits offered by this job

Premium health insurance (medical, d

Unlimited PTO

Opportunities for upward mobility

Learning and Development Stipend

Wealth Advisor

401k plan

Pregnancy & Family Leave

Fertility & Adoption Benefits

Equal Compensation regardless ofgender

Job summary

Ladders is seeking a Technical Customer Success Manager to own the post-sales experience for remote customers in the IT space. You will partner with technical users and decision-makers to drive adoption, retention, and account growth, acting as a trusted advisor who eliminates blockers and uncovers cross-sell opportunities.

You will translate customer feedback into actionable training, case studies, and best practices that strengthen long-term outcomes for both the customer and the business.

Qualifications

• 3+ years of customer-facing experience in Technical Account Management or similar roles.
• Strong technical acumen for understanding customer needs and adoption blockers.
• Proven track record in customer retention and account expansion.
• Excellent communication and storytelling skills for diverse audiences.
• Self-starter mindset with a passion for startups.
• Humble approach to knowledge gaps and eagerness to learn.

Responsibilities

• Lead the onboarding process for new customers and manage the post-sales experience
• Build trusted advisor relationships with technical users and decision-makers
• Identify cross-sell and upsell opportunities to expand customer usage
• Develop a deep understanding of the company's capabilities and customer needs
• Create and lead training programs on product features and best practices
• Gather and analyze customer feedback to develop case studies

Skills

Technical acumen

Communication storytelling

Self-starter

Growth mindset

Humble learner

Job description

Ladders is seeking a Technical Customer Success Manager to own the post-sales experience for remote customers in the IT space. You will partner with technical users and decision-makers to drive adoption, retention, and account growth, acting as a trusted advisor who eliminates blockers and uncovers cross-sell opportunities.

You will translate customer feedback into actionable training, case studies, and best practices that strengthen long-term outcomes for both the customer and the business.