Technical Customer Success Manager

Role Overview

We’re looking for a Technical Customer Success Manager to join our Customer Success team. You’ll combine the instincts of a great CSM with deep technical grounding: working out what is really going on inside a complex customer environment, then doing something about it.

What You Will Do

You’ll lead technical discovery, diagnose what is really going on, support complex customers, know the product deeply, drive optimisation, protect renewals and growth, and hand off well.

Why It Might Be a Fit

You’ll be the person who can sit with a customer’s IT team, operations leader and CX Director and be credible with all three, while helping lift the product and technical capability of the wider Customer Success team.

Requirements

• Professional experience in a technically complex, customer-facing role, such as Solutions Engineering, Solutions Consulting, Technical Customer Success, Professional Services or implementation, within CCaaS, SaaS or telecoms.
• Strong working knowledge of contact centre concepts and operating models, including voice and routing (SIP/VoIP, IVR).
• A working understanding of CTI, CRM integrations, APIs and common SaaS integration patterns and dependencies.
• The ability to operate as a strong CSM, with advanced product expertise, confident demonstration skills and a record of driving customer outcomes.
• Experience leading technical or operational discovery independently, and diagnosing root cause across adoption, process, configuration and integration.
• Strong analytical skills and the ability to use product and operational data as part of diagnosis, not just reporting.
• The ability to explain technical topics clearly to non-technical stakeholders and engage credibly with customer IT teams.
• A proactive, independent, team-first approach, with sound judgement on where your expertise ends and specialist architecture or implementation begins.
• A track record of developing others through coaching, enablement or consistent knowledge-sharing.
• Excellent written and spoken English.

Benefits

• Mercer-benchmarked pay for equity and market fairness
• Flexa Top 25 for work-life balance, diversity and inclusion, pet-friendly companies and professional services
• Consistently high Glassdoor rating