Technical Customer Success Lead

COO | Customer Success @ Live Switch | Duke University

Technical Customer Success Lead / Implementation Specialist

On-Site in Apex, North Carolina

Live Switch is the world-leading communications platform for small businesses and entrepreneurs. We are dedicated to leveling the playing field, so that all businesses have an equal shot at success and the freedom it provides. To achieve this, we provide world-class technologies to help small businesses thrive—directly saving them money, making them money, saving them time, and helping them serve their customers better.

Virtual estimates, on-site documentation, and AI built for small businesses are some of the many offerings we provide. We use innovative video and photo technologies to achieve this. Our dream is that all entrepreneurial companies have a better shot at success by using our technology.

We are expanding our Technical Customer Success team and are seeking a Technical Customer Success Lead to conduct customer onboardings, lead technical integrations, and support long-term customer success. This hybrid role blends product and technical expertise with direct client communication to drive adoption and retention of Live Switch products. As a role within a high-growth company, the range of initiatives is dynamic and will provide exposure into multiple areas of the company.

We are looking for a Technical Customer Success Lead with superior communication and technical skills, a passion for helping customers, and the ability to deliver results with excellence.

• Provide integration support, customer support and lead client onboardings to drive product adoption and expansion of customer accounts
• Identify workflow bottlenecks and recommend solutions
• Partner with the product team and translate client feedback and data into product improvements
• Be accountable for key KPIs including product adoption rate, spend activation rates and client retention and expansion
• Drive resolution of technical issues
• Improve client retention through product-led initiatives such as product workshops, webinars and training programs
• Conduct customer reach outs to discuss product roadmap, new enhancements, training, and upsell opportunities

• 3+ years of experience in tech support, implementation and onboardings in SaaS
• Must have strong technical skills and experience conducting customer onboardings and trainings
• Ability to communicate effectively in and across teams; must possess strong verbal, written, and interpersonal communication skills
• Ability to diagnose and solve client needs
• Ability to quickly build credibility with customers
• Track record of results-oriented achievements and successful strategy execution
• Growth stage or start-up company customer success experience

• Competitive salary and benefits.
• Unparalleled ownership and leadership opportunities.
• A collaborative, high-energy startup environment.

Entry level

Full-time

Customer Service, Product Management, and Training

Software Development