Senior Manager of Technical Customer Success

OpenAsset; New York (NY); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Work-Life Balance

Learning & Development

Parental Leave

Vacation Policy

Health Coverage

Hybrid/Remote

Job summary

OpenAsset is seeking a Senior Manager, Technical Client Success in New York to lead a team of Support Engineers and TCSEs, owning delivery and client outcomes. You will coach and grow a high-performing, client-facing technical team; manage the support queue, drive project delivery, and coordinate with AI CoE to feed product improvements.

This role blends leadership with hands-on accountability in a fast-paced SaaS environment, emphasizing scalable processes, staffing decisions, and a focus on

Qualifications

• 5+ years in technical, client-facing roles.
• Experience managing a technical or client-facing team.
• Experience overseeing a support queue or ticketing system (Intercom, Zendesk).
• Scripting experience (Python or JavaScript) and REST APIs.
• Experience with SaaS.
• Experience managing contractor/vendor relationships.
• Exposure to AI tools.
• Experience in AEC industry.

Responsibilities

• Lead a team of Support Engineers and TCSEs.
• Own day-to-day support queue and ticket escalation.
• Oversee technical projects and delivery across clients.
• Coach and develop team; conduct 1:1s.
• Collaborate with Sales, CS, Product, and Engineering.
• Partner with AI CoE to capture feedback and improve tooling.
• Manage contractor relationships and capacity planning.
• Maintain playbooks and process documentation.

Skills

People leadership

Team coaching

Performance management

Ticketing system

SaaS experience

AI tooling

Cross-functional

Tools

Intercom

Zendesk

Python

JavaScript

REST APIs

Adobe InDesign

Job description

• The Senior Manager, Technical Client Success leads a team of Support Engineers (SEs) and Technical Customer Success Engineers (TCSEs) who serve as the technical backbone of the client journey. This role combines people leadership with operational ownership of the support queue and technical services delivery, ensuring the team resolves issues, delivers projects, and grows client relationships with consistency and quality
• You’ll coach and develop a technical team, keep support and services operations running smoothly day to day, and act as the connective tissue between your team and the OpenAsset AI Center of Excellence (CoE) so that product feedback from the front lines reaches the people building the tools
• Provide line management for SEs and TCSEs, including hiring input, performance management, and career development
• Run consistent 1:1s and feedback loops that help each team member grow their technical and client-facing skills
• Lead team meetings, standups, and office hours that keep the team aligned and unblocked
• Coach and support team members through complex or escalated client situations
• Day-to-day ownership of the support queue in Intercom, including ticket assignment, prioritization, and escalation
• Oversee technical project and implementation delivery across the client base, ensuring work is scoped clearly and completed on time
• Contractor relationship management, including onboarding, work allocation, and quality review
• Capacity monitoring and rebalancing to protect client experience and team health
• Jump directly into the queue when volume or complexity demands it; this is expected, not exceptional
• Diagnose what is working and what is not across technical client success operations and lead process design and implementation
• Maintain and improve process documentation so the team has clear, current playbooks for recurring technical work
• Identify recurring technical requests and work with the team to templatize or automate them
• Own the internal tooling roadmap for the technical client success team
• Decide where to invest build effort versus adopt existing tooling
• Build AI-powered workflows that eliminate recurring manual work across the team
• Act as the liaison between your team and the AI CoE, ensuring product feedback from SEs and TCSEs is captured and communicated clearly
• Partner with Sales, CS, Product, and Engineering counterparts to keep technical delivery aligned with client goals and commercial timelines
• This role oversees a team that moves fast across a high volume of accounts. We’re looking for a leader who models and encourages the use of AI tools across the team for drafting and debugging scripts, working through unfamiliar APIs, writing documentation, and troubleshooting edge cases. This isn’t about AI expertise for its own sake, it’s about using AI to help the team produce a best-in-class client experience

Benefits

• Work-Life Balance
• Learning & Development Opportunities
• Paid Parental Leave
• Generous Vacation Policy
• 100% Emplpoyee Health Coverage (US)
• Hybrid and Remote Working Options

• 1-2+ years of experience directly managing a technical or client-facing team
• Experience overseeing a support queue or ticketing system (e.g., Intercom, Zendesk) at scale
• 4-6+ years of experience in a technical, client-facing role, including experience with scripting (Python or JavaScript) and REST APIs
• Comfortable balancing hands-on technical problem-solving with people management
• Balances technical depth with clear, non-jargon communication for non-technical stakeholders
• Adaptability: thrives in a quickly evolving, dynamic, and agile environment
• Operates with a strong sense of ownership and urgency, especially during escalations
• Leads with empathy while holding a clear bar for technical quality and client experience
• Approaches problems with a solutions-oriented, detail-driven mindset
• Experience working in SaaS
• Experience managing contractor or vendor relationships
• Exposure to Adobe InDesign or template automation
• Exposure to generative AI / LLM-powered tools
• Experience or familiarity with the Architecture, Engineering, and Construction (AEC) industry