Senior Manager, Technical Customer Success

Jobtailor; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Jobtailor in New York City seeks a Senior Manager to lead a blended team of Support Engineers and Technical Customer Success Engineers. You will drive hiring, performance development, and daily operations across a high-volume support and delivery environment.

You will balance hands-on problem solving with people management, owning the Intercom queue, and guiding AI-powered workflow initiatives to streamline client delivery. Requires NYC presence two days/week.

Qualifications

• 4-6+ years of experience in a technical, client-facing role.
• Experience with scripting (Python or JavaScript) and REST APIs.
• 1-2+ years of experience directly managing a technical or client-facing team.
• Experience overseeing a support queue or ticketing system at scale (Intercom, Zendesk).
• Comfortable balancing hands-on technical problem-solving with people management.
• Experience working in SaaS (preferred).
• Experience managing contractor or vendor relationships (preferred).
• This position requires working in the New York City office two days per week; visa sponsorship is not available.

Responsibilities

• Lead and manage a team of Support Engineers and Technical Customer Success Engineers.
• Provide line management, hiring input, performance management, and career development.
• Run 1:1s, feedback loops, team meetings, standups, and office hours.
• Coach team members through complex or escalated client situations.
• Own the Intercom support queue, including ticket assignment, prioritization, and escalation.
• Oversee technical project and implementation delivery across the client base.
• Manage contractor relationships, onboarding, work allocation, and quality review.
• Monitor capacity and rebalance workloads to protect client experience and team health.
• Lead process design, implementation, documentation, and playbook improvements.
• Identify recurring technical requests and templatize or automate them.
• Own the technical client success internal tooling roadmap; decide between building custom tools and adopting existing tooling.
• Build AI-powered workflows to eliminate recurring manual work.
• Liaise with the AI Center of Excellence to communicate product feedback.
• Partner with Sales, CS, Product, and Engineering to align technical delivery with client goals and commercial timelines.

Skills

Team management

Coaching

Performance management

Communication

Collaboration

Hands-on problem-solving

SaaS experience

Vendor management

Scripting (Python or JavaScript)

REST APIs

Tools

Intercom

Zendesk

GitHub

Jupyter Notebook

Pandas

Adobe InDesign

DataDog

Job description

• Lead and manage a team of Support Engineers and Technical Customer Success Engineers
• Provide line management, hiring input, performance management, and career development
• Run 1:1s, feedback loops, team meetings, standups, and office hours
• Coach team members through complex or escalated client situations
• Own the Intercom support queue, including ticket assignment, prioritization, and escalation
• Oversee technical project and implementation delivery across the client base
• Manage contractor relationships, including onboarding, work allocation, and quality review
• Monitor capacity and rebalance workloads to protect client experience and team health
• Work directly in the support queue when volume or complexity demands it
• Lead process design, implementation, documentation, and playbook improvements
• Identify recurring technical requests and templatize or automate them
• Own the technical client success internal tooling roadmap
• Decide between building custom tools and adopting existing tooling
• Build AI-powered workflows to eliminate recurring manual work
• Liaise with the AI Center of Excellence to communicate product feedback
• Partner with Sales, CS, Product, and Engineering to align technical delivery with client goals and commercial timelines

Requirements

• 4-6+ years of experience in a technical, client-facing role
• Experience with scripting (Python or JavaScript) and REST APIs
• 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
• Comfortable balancing hands-on technical problem-solving with people management
• Experience working in SaaS (preferred)
• Experience managing contractor or vendor relationships (preferred)
• Exposure to Adobe InDesign or template automation (preferred)
• Exposure to generative AI / LLM-powered tools (preferred)
• Experience or familiarity with the Architecture, Engineering, and Construction (AEC) industry (plus)
• This position is not eligible for visa sponsorship
• Ability to work in the New York City office two days each week
• Skills with Python, JavaScript, REST APIs, GitHub, Intercom, Jupyter Notebook, pandas, InDesign, and DataDog

Core Competencies

Demonstrates expertise in managing technical support teams, overseeing client success initiatives, and implementing process improvements. Proficient in scripting, ticketing systems, and leveraging AI tools to enhance operational efficiency.

Highest-signal resume keywords

• Team Management
• Technical Problem-Solving
• Scripting (Python, JavaScript)
• Support Queue Oversight (Intercom, Zendesk)
• Process Design and Implementation

ATS Optimization Keywords

Hard Skills

• Python
• JavaScript
• REST APIs
• Intercom
• Zendesk
• GitHub
• Jupyter Notebook
• Pandas
• Adobe InDesign
• DataDog

Soft Skills

• Coaching
• Performance Management
• Communication
• Collaboration

Industry Keywords

• SaaS
• Architecture
• Engineering
• Construction (AEC)
• Vendor Management

Tools & Technologies

• Intercom
• Zendesk
• AI-Powered Workflows
• Technical Client Success Tools