Technical Customer Success Manager

Hidden Jobs; United States; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid locations SF/NY/Columbus

Remote within US

Unlimited PTO with minimum 3 weeks

Full medical/dental/vision for you and

One Medical membership

Wellness stipend up to $150/mo

Therapy stipend up to $350/mo for 6 mo

12 weeks parental leave

Donation matching up to $1000/year

$500 home office stipend

Offsite retreats

Diversity & equal opportunity

Job summary

Hidden Jobs is seeking a Technical Customer Success Manager to blend hands‑on technical work with strategic account ownership, supporting enterprise engineering and documentation teams from onboarding through renewal and expansion. You will read code and debug alongside customers while driving long‑term account growth.

This role owns accounts end to end, leads implementation kickoffs, QBRs, and escalations, and acts as a product SME who guides customers through OpenAPI specs, CI/CD workflows,

Qualifications

• Excellent communication and organization to manage multiple customer projects.
• Ability to read OpenAPI specs and debug with HTML/CSS/JS and SSO/auth.
• Strong problem-solving mindset with independence before escalation.
• Experience using AI workflows or prompts to automate tasks.
• Comfort working with customers and cross-functional teams.
• Track record as a trusted technical partner with customers.

Responsibilities

• Own a portfolio of enterprise accounts end to end, onboarding, adoption, renewal, and expansion, as the primary technical and strategic contact.
• Lead recurring customer touchpoints such as implementation kickoffs, working sessions, QBRs, and escalations.
• Act as the product SME, answering questions in real time and debugging with customer teams.
• Hands-on with implementations by reviewing OpenAPI specs, wiring CI/CD via CLI or API tools, debugging JS/CSS/auth, and prototyping before ENG.
• Use AI tools to draft implementation plans, analyze account health, triage requests, prototype scripts, and automate tasks.
• Identify expansion opportunities and partner with Sales to close them, feeding product/bug feedback to teams.

Skills

Outstanding communication

Organizational skills

Multitasking

Cross-functional collaboration

Problem solving

AI tooling

OpenAPI

Tools

Git

Command line

Job description

Role overview

This is a customer‑facing Technical Customer Success Manager position at a fast‑moving startup that builds interactive developer hub and API documentation tools used by thousands of tech companies. The role blends hands‑on technical work with strategic account ownership, serving enterprise engineering and documentation teams from onboarding through renewal and expansion. It suits someone who is comfortable reading code and debugging alongside customers, while also driving long‑term account growth.

Responsibilities

• Own a portfolio of enterprise accounts end to end, including onboarding, adoption, renewal support, and expansion planning, serving as the primary technical and strategic contact.
• Lead recurring customer touchpoints such as implementation kickoffs, working sessions, quarterly business reviews, and escalations, rather than working a ticket queue.
• Act as the product subject‑matter expert for assigned accounts, answering product questions in real time and debugging issues directly with customer teams.
• Get hands‑on with implementations by reviewing OpenAPI specs, wiring up CI/CD syncing via CLI or API tools, troubleshooting custom JavaScript, CSS, and authentication setups, and prototyping solutions before engaging Engineering.
• Use AI tools to draft implementation plans, analyze account health, triage customer requests, prototype scripts, and automate repetitive tasks.
• Identify expansion opportunities across the account book and partner with Sales to close them, while feeding structured product and bug feedback back to internal teams.

Requirements

• Outstanding communication and organisational skills, with the ability to manage multiple customer projects at once.
• Technical fluency sufficient to read an OpenAPI specification, navigate HTML, CSS, and JavaScript, understand SSO and authentication flows and comfortably use Git and a command‑line interface.
• A problem‑solving orientation that prefers figuring out answers independently before escalating, with curiosity about making a product fit real‑world customer constraints.
• Demonstrated use of AI as a working tool, including building prompts, workflows, or small automations that meaningfully changed how work gets done.
• Comfort working directly with customers and cross‑functionally with Sales, Product, Support, and Engineering teams.
• Track record of collaborating with new customers and acting as a trusted technical partner.

Nice to have

• Background supporting developer tools, API platforms, or documentation products at a startup or scale‑up environment.
• Experience contributing to internal tooling or process improvements that lift the broader customer success motion.

Benefits and work setup

• Locations are hybrid in San Francisco, New York, or Columbus, with full remote within the United States also available.
• Unlimited paid time off with a three‑week minimum.
• Fully covered medical, dental, and vision insurance for the employee and dependents, plus a One Medical membership.
• Wellness stipend of up to $150 per month, plus a separate therapy stipend of up to $350 per month for up to six months.
• Twelve weeks of paid parental leave after birth or adoption, a one‑to‑one donation matching program up to $1,000 per year, and a $500 home office stipend.
• Periodic offsite retreats for team planning and connection.
• Commitment to a diverse, inclusive workplace and equal opportunity hiring.