Technical Success Manager

1 hour, 41 minutes ago
Full-time
Mid Level
Customer and Technical Support
Appcues

Appcues

Appcues is a user onboarding software solution that empowers businesses to engage customers through personalized product experiences and improve product adoption without a developer.

Internet Software & Services
51-250
Founded 2014
$46M raised

Description

  • Own technical onboarding for new customers, including SDK implementation, integration, data mapping, and event tracking.
  • Partner with Customer Experience Managers to scope onboarding and services plans.
  • Train customers on platform fundamentals so they can build, target, and publish experiences independently.
  • Design, build, and deploy in-app experiences for scoped Premium Services engagements.
  • Audit customer accounts and installations to identify gaps, inconsistencies, and missed opportunities.
  • Serve as the primary technical contact for VIP accounts during incidents, diagnose issues, and coordinate with Support Engineering when needed.
  • Monitor installation health across accounts and proactively address issues before customers notice them.
  • Communicate clearly with customers during active issues and document root causes and resolutions.
  • Collaborate closely with CXMs and Support Engineering to provide end-to-end customer support.

Requirements

  • Hands-on technical experience with SDKs, APIs, data mapping, and debugging.
  • Ability to solve technical problems directly and work through issues independently.
  • Curiosity and a strong desire to learn.
  • Passion for empowering customers to build things themselves.
  • Strong collaboration skills and comfort working with CXMs and Product.
  • Excellent communication skills, including translating technical detail for non-technical stakeholders.
  • Ability to translate customer feedback into actionable input for Product and Engineering.
  • Comfort owning ambiguity in scoping, triaging urgent issues, and working with incomplete information.
  • Strong organization, focus, and follow-through while juggling multiple priorities.
  • Empathy and a genuine desire to help customers succeed.
  • Must be based on the east coast.
  • Preferred: experience working with customer success or support engineering teams.

Benefits

  • 100% remote work with a remote-first setup.
  • Health, dental, and vision insurance with a generous portion of premiums covered.
  • 401(k) with company match.
  • Paid parental leave.
  • $1,000 home office stipend in the first year and $500 annually after that for tech.
  • Up to $500/month for coworking.
  • $1,000 annual learning stipend for professional development.
  • Equity in the company.
  • Flexible time off.
  • Computer provided by the company.

Interested in this position?

Apply directly on the company website

Apply Now

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