Technical Customer Success Manager

Responsibilities

• Serve as the technical point of contact for accounts, handling data queries, API/integration troubleshooting, and JSON-based configuration support
• Guide customers through API implementations, including authentication, data mapping, and error handling
• Work with customer data structures to ensure clean ingestion and reporting accuracy
• Diagnose complex issues across systems, logs, and data flows
• Partner with customer IT teams on security, data governance, and integration best practices
• Manage full lifecycle ownership of an Enterprise book of business, including renewals, expansions, and upsells
• Build multi-threaded relationships from HR practitioners to executive sponsors
• Partner with Product & Engineering to synthesize customer feedback and influence roadmap prioritization
• Drive adoption strategy and monitor customer health signals proactively

Requirements

• 3+ years in Technical Client Support, Technical Account Management, or technical customer support
• Strong hands-on experience with APIs (REST, GraphQL) and JSON payloads
• Working knowledge of SQL for querying and validating customer data
• Ability to read logs and inspect API responses to diagnose issues
• Demonstrated use of AI tools in a professional context
• Exceptional communication skills to translate technical concepts for non-technical stakeholders
• High degree of accountability and revenue ownership

Preferred Qualifications

• Experience in HR tech or working with people operations teams
• Familiarity with HRIS systems and HR workflows
• Experience with CS Operations or process design