Technical Customer Success Manager

Role overview

This is a customer‑facing Technical Customer Success Manager position at a fast‑moving startup that builds interactive developer hub and API documentation tools used by thousands of tech companies. The role blends hands‑on technical work with strategic account ownership, serving enterprise engineering and documentation teams from onboarding through renewal and expansion. It suits someone who is comfortable reading code and debugging alongside customers, while also driving long‑term account growth.

• Own a portfolio of enterprise accounts end to end, including onboarding, adoption, renewal support, and expansion planning, serving as the primary technical and strategic contact.
• Lead recurring customer touchpoints such as implementation kickoffs, working sessions, quarterly business reviews, and escalations, rather than working a ticket queue.
• Act as the product subject‑matter expert for assigned accounts, answering product questions in real time and debugging issues directly with customer teams.
• Get hands‑on with implementations by reviewing OpenAPI specs, wiring up CI/CD syncing via CLI or API tools, troubleshooting custom JavaScript, CSS, and authentication setups, and prototyping solutions before engaging Engineering.
• Use AI tools to draft implementation plans, analyze account health, triage customer requests, prototype scripts, and automate repetitive tasks.
• Identify expansion opportunities across the account book and partner with Sales to close them, while feeding structured product and bug feedback back to internal teams.

• Outstanding communication and organisational skills, with the ability to manage multiple customer projects at once.
• Technical fluency sufficient to read an OpenAPI specification, navigate HTML, CSS, and JavaScript, understand SSO and authentication flows and comfortably use Git and a command‑line interface.
• A problem‑solving orientation that prefers figuring out answers independently before escalating, with curiosity about making a product fit real‑world customer constraints.
• Demonstrated use of AI as a working tool, including building prompts, workflows, or small automations that meaningfully changed how work gets done.
• Comfort working directly with customers and cross‑functionally with Sales, Product, Support, and Engineering teams.
• Track record of collaborating with new customers and acting as a trusted technical partner.

• Background supporting developer tools, API platforms, or documentation products at a startup or scale‑up environment.
• Experience contributing to internal tooling or process improvements that lift the broader customer success motion.

• Locations are hybrid in San Francisco, New York, or Columbus, with full remote within the United States also available.
• Unlimited paid time off with a three‑week minimum.
• Fully covered medical, dental, and vision insurance for the employee and dependents, plus a One Medical membership.
• Wellness stipend of up to $150 per month, plus a separate therapy stipend of up to $350 per month for up to six months.
• Twelve weeks of paid parental leave after birth or adoption, a one‑to‑one donation matching program up to $1,000 per year, and a $500 home office stipend.
• Periodic offsite retreats for team planning and connection.
• Commitment to a diverse, inclusive workplace and equal opportunity hiring.