Technical Customer Success Manager

Hi! I'm Paula, the Head of Customer Success at Modash.

I'm looking for a Technical Customer Success Manager to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.

Customer Success has been one of the most important functions at Modash since the beginning. Our value Customers and Creators First guides the team every day. We’re hiring a new Technical CSM based in Europe so every customer gets the attention and support they deserve as we grow.

We already have two CSMs in Europe: Maris (platform CSM) and Georg (Technical CSM). We also have three other CSMs in Canada. You’ll join a tight-knit CS team that takes ownership seriously and cares about the people we work with.

Your job is simple to explain and hard to do well: be a partner to our customers as they build their own product on top of our creator data.

You’ll own the entire journey for our API customers: from onboarding and adoption to expansion and long-term growth. You’ll help them integrate, innovate, and scale with Modash.

You'll manage a portfolio of customers, who have purchased one or both of our APIs. Success in this role is measured mainly through Net Revenue Retention (NRR) across your portfolio, and the day-to-day work that drives it (adoption, success plans, and renewals).

For each account, you'll:

• Build and maintain a clear success plan (goals, next steps, check-ins)
• Run regular calls (mostly European time zones)
• Help customers use the right endpoints for their use case
• Help customers find new ways to use Modash data
• Help troubleshoot technical issues
• Own the expansion end-to-end, from spotting the need to closing the upgrade
• Own renewals and coordinate invoicing with Finance
• Keep your portfolio organized: clear recaps after every interaction and keep Vitally up to date

As soon as a customer buys Modash and is handed over from Sales, you're their first real partner at Modash. You'll:

• Run a strong Sales → CS handover and agree on goals for the next 30–90 days
• Run onboarding calls with a clear integration plan (milestones and owners)
• Review their first integration before they go live (payloads, pagination, retries)
• Help them get to first value fast
• Send a clear recap with next steps, owners, and dates

You're the voice of the customer internally. That means:

• You’re the main bridge between customers and Product. You’ll bring customer problems to Product in a clear way, and help shape what we build next.
• You’ll connect the right customers to Product for deeper discovery, feature testing, and early feedback.
• You’ll coordinate with Sales on handovers and expansion opportunities.
• Work with Support and Engineering to resolve technical issues
• You’ll work closely with Marketing to build customer-facing resources (guides, webinars, templates) and make sure customers engage with them.

• Vitally → our Customer Success CRM and source of truth for all accounts
• Notion → our internal knowledge base for everything Modash
• Intercom → customer support, newsletters, and in-app communication
• Stripe → subscriptions, payments, and invoices
• FullStory → session recordings for debugging and understanding customer behavior
• Calendly → scheduling customer calls

• You have 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role supporting technical customers.
• You’re comfortable discussing APIs, integrations, and data flows. You might not code, but you understand how systems connect and love learning how things work.
• You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actually helpful.
• You’re organized and good at follow-through. You can manage a lot of accounts at once without things slipping.
• You think ahead and build a plan with customers, instead of only reacting when something goes wrong.
• You learn quickly and can become a Modash product expert fast.
• Your English is strong, both written and spoken.
• You take ownership. When you hit a roadblock, you keep going and find a way forward.
• You’re comfortable working in a startup environment where things move fast and change.

• Experience working with creator data or in creator marketing
• Experience with common CS and billing tools (for example: Vitally, Intercom, and Stripe).
• Some coding experience (for example: writing small scripts, reading code, or using SQL)

• Flexible working hours. We trust you to do your job, without anyone looking over your shoulder.
• Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life.
• Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.
• Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill – we'll cover it.
• Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.

This is how we imagine you are:

• You’ve worked in B2B SaaS, supported technical customers, and know your way around APIs.
• You don’t need a coding background, just a technical mindset, great communication skills, and the drive to learn the rest.
• A fast-paced working environment has proven to be suitable for you. But you never compromise quality over speed. 
• You’ve previously worked at a startup or a scaleup. 
• You are praised for your excellent communication skills no matter the medium you’re interacting with people in. You actively listen, ensure efficiency with the right questions and infect with your positive energy. Your style is building rapport in a non-formal but still professional way.
• You should have top-notch English skills, both written and spoken. 
• CRM is your friend you visit often. Your new friend might be familiar too - Vitally. 
• Being organized is your natural strength, and being organized helps you stay focused.  
• You share the same mentality as us. We are not people of manuals and rules but rather create processes along the way. Instead of giving stamp answers to our customers, you can figure out your way with your unique voice as a Modashian.
• While we don’t expect you to be experienced in influencer marketing, any previous marketing experience or knowledge about influencer marketing specifically will surely help and make your life at Modash easier.

This is important to keep up with the Modashians:

• Get-it-done attitude. We all run into roadblocks every day. We’re looking for someone who can find solutions, motivate themselves, and keep getting things done.
• You aspire to be great. We’re not shooting for mediocrity here.
• Interest in the creator economy. Our mission is to help creators get paid. You don’t need to live and breathe the creator world, but we’d like it if your values align with ours.
• If you meet most (but not all) of the above criteria, don’t let that stop you from applying. We’re still interested in hearing from you.

We don’t expect you to:

• Build everything from scratch - we have automated expansion triggers inside our platform that help you be more efficient in your everyday work.
• Figure it out all on your own - you will have a supportive, accessible team of people around you and an onboarding buddy to support your smooth entry ride.

What we’re offering

• Flexible working hours ⏱. We trust you to do your job, without anyone looking over your shoulder. Do your best work whenever it suits you.
• Unlimited paid vacation time 🌴. If you’re happy & well-rested, you’ll do better work. Take the time you need to enjoy a balanced life.
• Fully remote working 🏠. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.
• Personal development 🧠. When you grow, we benefit. If there’s a course, book, or conference that will help you upskill – we’ll cover it.
• Ownership 💡. You’re the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You’ll have the autonomy to go ahead and try things that you might not be able to at other companies.