The Role
Own client onboarding, configuration, adoption, troubleshooting, communications, retention, and expansion for B2B SaaS AI agent solutions. Provide technical guidance to nontechnical stakeholders, manage go-lives, collaborate with engineering on APIs and integrations, and support customers during US business hours. The role requires strong English and Spanish communication, independence, organization, and customer relationship management.
Summary Generated by Built In
About the Role
The Technical Customer Success Manager for AI Agents is a pivotal role within our organization. Based in Argentina, you will be at the forefront of ensuring our clients achieve maximum value from our innovative B2B SaaS solutions. This role combines strong technical curiosity with exceptional customer-facing communication skills to drive successful onboarding, configuration, and continuous engagement with our products.
As a Technical Customer Success Manager, you will own the client relationship from the moment they come onboard. You will proactively manage customer communication, troubleshoot issues, and drive adoption and retention of our solutions. Your role is crucial in facilitating an excellent customer experience, ensuring clients not only use our products effectively but also expand their use over time.
Responsibilities
- Own the complete onboarding process for new clients, ensuring a smooth transition to our products.
- Configure Central independently to meet client needs while ensuring a strong understanding of the technical aspects of our solutions.
- Drive product adoption through proactive communication and training with customers.
- Provide troubleshooting support, addressing common issues and escalating only genuine engineering problems to the technical team.
- Manage customer communications effectively, ensuring timely and clear updates throughout the customer journey.
- Focus on retention by identifying opportunities for expansion within existing accounts.
- Demonstrate a proactive approach, executing same-day actions and communications.
- Participate in independent go-lives by Day 7 following the accelerated ramp schedule.
- Work collaboratively with engineering on custom APIs and new integrations while maintaining ownership of the customer experience.
- Meet the expectations of working during US business hours.
Requirements
- Proven experience in a Customer Success Manager or Technical Account Manager role, preferably within a B2B SaaS environment.
- Strong technical curiosity with the ability to understand and communicate complex technical concepts to non-technical stakeholders.
- Excellent verbal and written communication skills in both English and Spanish.
- Proven track record of managing customer relationships and driving product adoption.
- Ability to work independently and demonstrate a high level of initiative in a fast-paced environment.
- Experience with troubleshooting and problem-solving in a tech-focused environment.
- Strong organizational skills with the ability to manage multiple clients and priorities effectively.
- Familiarity with APIs and integrations is a plus.
Nice to Have
- Experience in the AI or machine learning sector.
- Familiarity with customer success software tools and platforms.
- Prior experience in a startup or rapidly growing organization.
- Knowledge of project management methodologies.
- Experience in conducting client training sessions.
Benefits
- Opportunity to work remotely with a diverse and talented team.
- Engagement with cutting-edge AI technology and solutions.
- Professional development opportunities to enhance your skills and career growth.
- Collaborative company culture that values innovation and initiative.
- Access to a network of professionals in the B2B SaaS industry.
- Supportive environment encouraging proactive problem-solving and independent thinking.
We are an equal opportunity employer and welcome applicants from all backgrounds. We encourage you to apply if you are passionate about customer success and technology, regardless of your previous experiences. Join us in making a difference!
Skills Required
- Proven experience as a Customer Success Manager or Technical Account Manager, preferably in a B2B SaaS environment
- Ability to understand and communicate complex technical concepts to nontechnical stakeholders
- Excellent verbal and written communication skills in English and Spanish
- Track record of managing customer relationships and driving product adoption
- Ability to work independently and demonstrate initiative in a fast-paced environment
- Experience with troubleshooting and problem-solving in a technology-focused environment
- Strong organizational skills and ability to manage multiple clients and priorities
- Familiarity with APIs and integrations
- Experience in AI or machine learning
- Familiarity with customer success software tools and platforms
- Prior experience in a startup or rapidly growing organization
- Knowledge of project management methodologies
- Experience conducting client training sessions
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The Company
What We Do
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