Technical Customer Success Manager at ReadMe in Remote, US

Job description

• Application
• 📍 Locations: San Francisco (Hybrid), New York (Hybrid), Columbus (Hybrid), or Remote (US)
• The Technical Technical Customer Success Manager is a perfect role for someone who is technical enough to sit in a customer's codebase and docs, curious enough to become the deepest product expert in the room, and wants to own the customer relationship at a fast-moving startup. You'll be on calls with enterprise engineering and docs teams every week, you'll own a book of accounts end to end, and you'll be the person who figures out how to make ReadMe work for whatever they're trying to do, not the person who files the ticket and waits.
• At ReadMe the Sales team finds companies that we can solve problems for, and you take over from there. Your role is to oversee a swift and effective implementation, partner with the customer to have a successful first year, identify opportunities for growth and optimization, and make sure the right resources get tapped in to support whatever the customer needs to be successful with ReadMe. You'll solve most technical questions yourself, and know when and how to pull in Engineering or Solutions Architects for the rest.

Responsibilities

• Own a book of enterprise accounts end to end. Onboarding, adoption, renewal assistance, and expansion. Be the primary technical and strategic contact for each.
• Be on customer calls regularly, including: implementation kickoffs, working sessions, QBRs, and escalations. This is a customer-facing role, not a ticket-queue role.
• Act as the product SME for your accounts. Know ReadMe deeply enough to answer product questions in real time, and debug alongside customers when something isn't working.
• Get hands-on with the technical implementation. Review OAS files, help wire up CI/CD syncing via the ReadMe CLI or API, troubleshoot custom JS/CSS and auth setups, and prototype solutions before handing off to Engineering.
• Build AI into how you work. Use AI tools to draft implementation plans, analyze account health across your book, triage and summarize customer requests, prototype scripts, and automate the repetitive parts of the job so you spend more time solving real problems.
• Identify expansion and growth opportunities across your book and partner with Sales to close them.
• Advocate for customers internally, surface health risks early, and feed structured product and bug feedback to Product and Engineering.

Requirements

• Passionate about working with others; you’d be collaborating with lots of new customers, and our Sales, Product, Support and Enterprise Engineering teams!
• An outstanding communicator, very organized, and able to manage multiple projects at once.
• Technical enough to read an OpenAPI spec, poke at a customer's HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don't need to be a software engineer, but you should be able to hold your own with one.
• Someone who uses AI as a working tool. You've built prompts, workflows, or small automations that changed how you actually get work done, and you're eager to keep doing that.
• A problem solver who'd rather figure out the answer than escalate it. You enjoy the puzzle of making a product bend to a customer's real-world constraints.

Skills

Required

• Read OpenAPI spec
• HTML/CSS/JS
• SSO and auth flows
• Git
• CLI
• AI tools
• Communication
• Organization
• Project management
• Problem solving

Benefits

• Unlimited PTO with a three-week minimum. 🏝
• Fully covered medical, dental, and vision insurance for you, and your dependents. 🩺
• A One Medical membership. 🧑‍⚕️
• A wellness stipend for therapy of up to $350 per month for up to 6 months. 😌
• A wellness stipend of up to $150 per month. 🏋️
• One-to-one donation matching of up to $1,000 per year. 💸
• Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣
• Work from home office stipend of $500. 🖥️
• Offsite retreats to get together with coworkers and plan for the quarter ahead. ✈️
• Take a look at our handbook for more information on our benefits! 📘