Technical Customer Success Manager

Ladders; United States; A distancia; USD 105.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Technical acumen

Communication storytelling

Self-starter

Growth mindset

Humble learner

Descripción del empleo

For our client, we are seeking a Technical Customer Success Manager to join the team of a leader in the Information Technology space.

This role will own the post-sales customer experience, partnering closely with technical users and decision-makers to drive adoption, retention, and account growth.

You will serve as a trusted advisor, helping customers overcome implementation or usage blockers while identifying opportunities to deepen engagement through cross-sell and upsell motions.

In addition, 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.

Location: Remote

Compensation: $105,000 – $140,000 annually

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

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

Benefits

• Premium health insurance (medical, dental, vision)
• Guilt-free Unlimited PTO with a minimum of 3 weeks encouraged
• Opportunities for upward mobility
• Learning and Development Stipend
• Access to a Wealth Advisor
• 401k plan
• Pregnancy & Family Leave
• Fertility & Adoption Benefits
• Equal Compensation regardless of gender or race

Our client is an equal opportunity employer.

We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.