Senior Manager, Technical Customer Success

• Lead and manage a team of Support Engineers and Technical Customer Success Engineers
• Provide line management, hiring input, performance management, and career development
• Run 1:1s, feedback loops, team meetings, standups, and office hours
• Coach team members through complex or escalated client situations
• Own the Intercom support queue, including ticket assignment, prioritization, and escalation
• Oversee technical project and implementation delivery across the client base
• Manage contractor relationships, including onboarding, work allocation, and quality review
• Monitor capacity and rebalance workloads to protect client experience and team health
• Work directly in the support queue when volume or complexity demands it
• Lead process design, implementation, documentation, and playbook improvements
• Identify recurring technical requests and templatize or automate them
• Own the technical client success internal tooling roadmap
• Decide between building custom tools and adopting existing tooling
• Build AI-powered workflows to eliminate recurring manual work
• Liaise with the AI Center of Excellence to communicate product feedback
• Partner with Sales, CS, Product, and Engineering to align technical delivery with client goals and commercial timelines

• 4-6+ years of experience in a technical, client-facing role
• Experience with scripting (Python or JavaScript) and REST APIs
• 1-2+ years of experience directly managing a technical or client-facing team
• Experience overseeing a support queue or ticketing system (e.g., Intercom, Zendesk) at scale
• Comfortable balancing hands-on technical problem-solving with people management
• Experience working in SaaS (preferred)
• Experience managing contractor or vendor relationships (preferred)
• Exposure to Adobe InDesign or template automation (preferred)
• Exposure to generative AI / LLM-powered tools (preferred)
• Experience or familiarity with the Architecture, Engineering, and Construction (AEC) industry (plus)
• This position is not eligible for visa sponsorship
• Ability to work in the New York City office two days each week
• Skills with Python, JavaScript, REST APIs, Git Hub, Intercom, Jupyter Notebook, pandas, InDesign, and Data Dog

Demonstrates expertise in managing technical support teams, overseeing client success initiatives, and implementing process improvements. Proficient in scripting, ticketing systems, and leveraging AI tools to enhance operational efficiency.

• Team Management
• Technical Problem-Solving
• Scripting (Python, JavaScript)
• Support Queue Oversight (Intercom, Zendesk)
• Process Design and Implementation

• Python
• Java Script
• REST APIs
• Intercom
• Zendesk
• Git Hub
• Jupyter Notebook
• Pandas
• Adobe In Design
• Data Dog

• Coaching
• Performance Management
• Communication
• Collaboration

• SaaS
• Architecture
• Engineering
• Construction (AEC)
• Vendor Management

• Intercom
• Zendesk
• AI-Powered Workflows
• Technical Client Success Tools