Technical Customer Success Manager | Chicago; Hybrid

Coda Search is proud to partner with a growing B2B software company that automates complex operational workflows for mid-market and enterprise customers to find a Technical Customer Success Manager based in Chicago
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Chicago, IL (Hybrid, 2 days per week in office)

$120,000 to $140,000

• Early-team impact: This is a small, scaling Customer Success organization. You will have a direct hand in shaping how the function operates, what the playbooks look like, and how customers experience the product.
• Ownership over your book: You will manage 25 to 30 accounts with full responsibility for adoption, retention, and value delivery. These are not shared accounts passed between teams.
• Technically meaningful work: The platform connects enterprise systems and automates multi-step operational transactions. You will work at the transaction and configuration level, not the relationship level.
• Visible, measurable results: The platform tracks adoption rates, transaction health, and measurable cost recovery. You will have real numbers to point to when demonstrating your impact internally and to customers.

• Drive end-user adoption across customer locations: Own rollout plans, user onboarding, training sessions, office hours, and follow-up campaigns. The platform's value is fully realized when the customer's own end users begin initiating workflows themselves.
• Troubleshoot failed transactions: Investigate transactions that fail to process. Use audit logs, workflow data, and system configuration to isolate the root cause and determine whether you can resolve it or engineering needs to get involved.
• Transfer process ownership: Many customers rely on one person who knows how their operational processes work. You will help move that institutional knowledge into a repeatable system with clear ownership and backup coverage across locations.
• Build and present value stories: Use platform reporting to demonstrate adoption, transaction performance, cost recovery, and labor savings. If a customer cannot explain internally why the product is valuable, you will help them build that case before renewal becomes a conversation.
• Surface risk early: Identify problems before they become churn. Every account should have a clear current status and a next action, and the team expects you to communicate risk quickly, not catalog it.
• Write clear engineering escalations: When a problem requires engineering, you provide a complete ticket that explains the issue, customer impact, and requested fix. No ambiguous handoffs.
• Manage implementation and hypercare milestones: See new customers through onboarding and early adoption, ensuring they hit the milestones that predict long-term success.

• You are comfortable at the product and workflow level: Configurations, edge cases, and process design do not intimidate you. You would rather dig into why a transaction failed than escalate it and move on.
• You have strong analytical instincts: You can work with operational transaction data, identify trends, spot problem areas, and translate findings into action for both customers and internal teams.
• You have led rollouts or adoption programs: Whether from a software company or from an operational role at a customer organization, you have experience getting users onto a platform and keeping them there.
• You design and deliver training: You have created training materials and run sessions for end users. You know how to make technical workflows accessible to non-technical audiences.
• You communicate directly and clearly: Comfortable with executives, operations managers, and engineers. Willing to deliver difficult news early rather than late.
• Industry operations background is a plus: Experience with post-sale workflows, enterprise ERP platforms, or complex B2B operational processes will accelerate your ramp. The team can teach the domain to someone with the right technical and customer instincts.

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