Technical Customer Success Manager

2 weeks ago

San Francisco, California, United States Seam Full time

About Seam

Seam is a pioneering company that develops a cutting-edge API for controlling IoT devices, such as door locks, thermostats, sensors, cameras, and more. Software developers and businesses leverage Seam's API to connect devices with their applications and orchestrate their use, unlocking new possibilities for innovation and growth.

About The Role

We are seeking a seasoned and experienced Technical Customer Success Manager to join our team. As a key member of our Sales team, you will be responsible for building and maintaining strong relationships with our customers, ensuring their success through effective implementation and utilization. This role requires a unique blend of technical expertise, project management skills, and exceptional communication abilities.

Key Responsibilities

  • Guide new customers through the onboarding process, ensuring they understand how to utilize the product or service effectively. Provide expert guidance on complex product setups, integrations, and configurations.
  • Develop and maintain strong relationships with customer accounts by understanding their needs, business goals, and how the product or service fits into their operations.
  • Collect detailed customer feedback on product features and performance to understand how customers are utilizing the product.
  • Act as the liaison between our customers and product engineering to develop new innovative solutions. You will help shape the future roadmap of our product by serving as the Product team's eyes and ears in the field.
  • Identify opportunities for contract renewals and upselling or cross-selling additional products or services.
  • Keep customers informed about product roadmaps, upcoming features, and industry trends that may impact their business.
  • Serve as the primary point of contact for any customer issues or complaints and coordinate with the engineering team to resolve customer issues in a timely manner.
  • Continuously seek ways to improve the customer experience and the efficiency of customer success processes.

Qualifications

  • 3-5 years of experience in a technical customer-facing role, such as technical account management, solutions engineering, customer success, or consulting, preferably within the technology or SaaS industry.
  • Familiarity with APIs and the ability to explain API concepts to Seam's largest and most technical customers.
  • Exceptional problem-solving and troubleshooting abilities.
  • A customer-centric mindset with a passion for delivering exceptional customer experiences.
  • Prior experience working with both growth-stage private companies (Series A - Series C) and larger-scale organizations.
  • A willingness to dive into technical details, understand how Seam works, and what sets it apart from competitors from a technical standpoint.
  • A desire to work in a high-growth environment and help build processes and tools as needed.

Benefits

  • 100% employer-paid health care insurance, including medical, dental, vision, and 75% dependent coverage.
  • Our comprehensive benefits package includes a company-managed 401K, Flexible Spending Accounts, coverage for gynecological services, and support for family-building initiatives, access to mental health services, etc.
  • Paid Time Off and Company-paid holidays.
  • Free in-office lunch daily.
  • Base Pay Range: $110k - $140k per year + Bonus + Equity.

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