Nash - Technical Customer Success Manager, NA
Requirements
• 5+ years in a customer-facing, technical role such as Technical CSM, Technical Account Manager, Solutions Engineer, Forward Deployed PM, or similar. • Proven success owning enterprise customer relationships and driving adoption, performance, and growth. • Strong technical fluency — comfortable with APIs, integrations, debugging workflows, and collaborating with engineering. • Experience advising customer product/engineering leaders and translating technical concepts into business outcomes. • Strong analytical and problem-solving skills with the ability to diagnose root causes in complex systems. • Demonstrated ability to rapidly master a product and use that knowledge to guide customers and shape feedback. • Excellent communication and executive-presence skills. • Experience in last-mile logistics, supply chain, or complex B2B SaaS systems. • Experience in high-growth startups or enterprise retail environments. • Familiarity with API docs, observability platforms, SQL, Python, or engineering workflows. • Background in consultative roles involving both technical depth and commercial accountability.
Responsibilities
• Manage a portfolio of technical accounts to ensure customer success in using our products/services. • Provide proactive support by identifying potential issues and working with engineering teams for timely resolutions. • Collaborate closely with the product team, providing feedback on user experience improvements based on direct interactions with customers. • Develop personalized account strategies to drive customer growth and retention within our portfolio of accounts. • Monitor key performance indicators (KPIs) related to technical support activities and report findings for continuous improvement efforts. • Attend regular meetings with the product team, engineering leads, and other stakeholders to align on priorities and discuss customer feedback or concerns. • Provide training sessions for new customers as needed to ensure they are comfortable using our products/services effectively. • Maintain open lines of communication between all parties involved in a technical account (customers, product team, engineering leads) through regular check-ins and status updates. • Develop creative solutions to complex customer issues that may require outside resources or specialized expertise for resolutions. • Participate actively in industry events such as webinars, conferences, and workshops related to our products/services to stay informed on the latest trends and best practices within the marketplace.
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