Senior Technical Customer Success Manager (CSM)

Department: Customer Success / Client Solutions
Reports to: Director/VP of Customer Success
 

About the Role:

We are looking for a Senior Technical Customer Success Manager to join our growing team. This is a client-facing role focused on ensuring successful adoption and value realization of our SaaS solutions. The ideal candidate will come from a strong analytics background, possess hands-on skills in SQL and Python or R, and have experience working with dashboarding tools. Prior experience in eCommerce or retail domains is a strong plus.

Responsibilities:

• Own post-sale customer relationship and act as the primary technical point of contact.
• Drive product adoption and usage through effective onboarding, training, and ongoing support.
• Work closely with clients to understand business goals and align them with product capabilities.
• Collaborate with internal product, engineering, and data teams to deliver solutions and enhancements tailored to client needs.
• Analyze customer data and usage trends to proactively identify opportunities and risks.
• Build dashboards or reports for customers using internal tools or integrations.
• Lead business reviews, share insights, and communicate value delivered.
• Support customers in configuring rules, data integrations, and troubleshooting issues.
• Drive renewal and expansion by ensuring customer satisfaction and delivering measurable outcomes.

Requirements:

• 7+ years of experience in a Customer Success, Technical Account Management, or Solution Consulting role in a SaaS or software product company.
• Strong SQL skills and working experience with Python or R.
• Experience with dashboarding tools such as Tableau, Power BI, Looker, or similar.
• Understanding of data pipelines, APIs, and data modeling.
• Excellent communication and stakeholder management skills.
• Proven track record of managing mid to large enterprise clients.
• Experience in eCommerce, retail, or consumer-facing businesses is highly desirable.
• Ability to translate technical details into business context and vice versa.
• Bachelor’s or Master’s degree in Computer Science, Analytics, Engineering, or related field.

Nice to Have:

• Exposure to machine learning workflows, recommendation systems, or pricing analytics.
• Familiarity with cloud platforms (AWS/GCP/Azure).
• Experience working with cross-functional teams in Agile environments.