mux - Technical Customer Success Manager
Requirements
• 5+ years of experience in a Technical Customer Success Manager or equivalent role at a SaaS technology company focused on increasing customer satisfaction, adoption, and retention • BA/BS degree in CS or Computer Engineering-related field or coding bootcamp • Strong technical knowledge in software, web/mobile and cloud technologies, hands-on coding experience is a plus • Excellent written / verbal communication skills and a personable presence • You embody the Mux value: Turn Customers into Fans, with a customer-first attitude and approach • We have a supportive culture that cares about both excellent work and work-life balance. We have office spaces in Downtown San Francisco, New York City, and London
Responsibilities
• Contribute to the account management team by owning and elevating the technical interactions needed to keep our customers happy. • Deeply understand each client’s architecture, workflow, and use case to recommend best practices to strengthen their implementation. • Anticipate customer challenges, escalate internally when needed, and coordinate with Product and Engineering for resolution. • Track support tickets, identify solutions, and suggest workarounds when appropriate. • Serve as the voice of the customer in internal discussions, influencing roadmap and prioritization. • Act as a strategic advisor for our clients by staying up to date with their company goals, product aspirations, feature releases, and more in order to stay ahead of their adoption of Mux. • Identify new teams, departments, and applications within existing accounts to introduce additional use cases for Mux.
Benefits
• Flexible vacation + 11 company holidays • Weekly no-meeting days + quarterly focus weeks • Competitive health, dental, and vision insurance, including fertility • FSA and HSA available • Short-term and long-term disability insurance • Group life insurance • Travel accident insurance • Paid parental leave • Professional Development program • Lunch, internet, & ancillary equipment reimbursements • Competitive annual leave policy (25 days annual leave plus 8 public holidays) • Private medical and dental insurance, and a vision stipend, including fertility • Group life assurance • Matched Pension • Team social events • Lunch, cafe, & ancillary equipment reimbursements
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