Technical Customer Success Manager - AV/UC Platform

Xyte; Hoboken (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

Xyte is seeking a Technical Customer Success Manager to manage a portfolio of customers and help them get measurable value from our platform. You will lead onboarding and implementation, drive product adoption, provide first-line technical guidance, and build strong relationships with customer stakeholders.

You will also help identify renewal risks and account expansion opportunities, working closely with Sales, Product, Engineering, and Support to resolve issues and meet customer needs.

Qualifications

• 2+ years in a customer-facing technical role (CS, technical support, solutions engineering, AV design, field engineering, or systems integration).
• Strong technical aptitude with knowledge of APIs, SaaS architecture, cloud platforms, networking, and connected-device technologies.
• Ability to troubleshoot across AV devices, networks, cloud services, and APIs, and document a path to resolution.
• Experience collaborating with IT teams, engineers, and vendors, and explaining technical concepts to varied audiences.
• Experience creating technical documentation, standards, and repeatable support workflows.
• Crestron programming experience and formal Crestron certification; certifications from Q-SYS, Extron, Dante, NETGEAR, Shure, or AVIXA are valued.
• Strong presentation and relationship-management skills; able to build trust during challenging conversations.
• Familiar with AI tools like ChatGPT or Claude for research and troubleshooting.
• Willingness to travel ~5-10% annually.
• Ability to work from Xyte's Hoboken office four days per week.

Responsibilities

• Manage a portfolio of customers and drive adoption, retention, and measurable value from Xyte.
• Lead onboarding and implementation from kickoff through launch, including configuration, training, success criteria, and follow-up.
• Serve as the primary customer contact and provide ongoing technical guidance, issue triage, and escalation management.
• Apply hands-on knowledge of enterprise AV/UC systems, including Crestron programming environments, AV-over-IP networking, APIs, and cloud-connected devices, to guide implementations, troubleshoot customer issues, and collaborate with customer technical teams.
• Build trusted relationships with customer administrators, technical teams, and business leaders.
• Monitor customer health, adoption, risks, milestones, and open action items.
• Help customers quantify outcomes such as reduced downtime, fewer support tickets, and fewer on-site dispatches.
• Identify renewal risks and account expansion opportunities, then partner with Sales on upsell and cross-sell activity.
• Work closely with Sales, Product, Engineering, and Support to resolve issues and meet customer needs.
• Gather customer feedback and translate it into clear product and process recommendations.

Skills

APIs

SaaS architecture

Networking

Crestron programming

Q-SYS

Extron

Dante

AV-over-IP

Customer communication

Troubleshooting

Job description

Xyte is seeking a Technical Customer Success Manager to manage a portfolio of customers and help them get measurable value from our platform. You will lead onboarding and implementation, drive product adoption, provide first-line technical guidance, and build strong relationships with customer stakeholders.

You will also help identify renewal risks and account expansion opportunities, working closely with Sales, Product, Engineering, and Support to resolve issues and meet customer needs.