Senior Technical Customer Success Manager

at Hypersonix
💬 Customer Service🟣 Senior

Job description

Department: Customer Success / Client Solutions

Reports to: Director/VP of Customer Success

About the Role:

We are looking for a Senior Technical Customer Success Manager to join our growing team. This is a client-facing role focused on ensuring successful adoption and value realization of our SaaS solutions. The ideal candidate will come from a strong analytics background, possess hands-on skills in SQL and Python or R, and have experience working with dashboarding tools. Prior experience in eCommerce or retail domains is a strong plus.

Responsibilities:

  • Own post-sale customer relationship and act as the primary technical point of contact.
  • Drive product adoption and usage through effective onboarding, training, and ongoing support.
  • Work closely with clients to understand business goals and align them with product capabilities.
  • Collaborate with internal product, engineering, and data teams to deliver solutions and enhancements tailored to client needs.
  • Analyze customer data and usage trends to proactively identify opportunities and risks.
  • Build dashboards or reports for customers using internal tools or integrations.
  • Lead business reviews, share insights, and communicate value delivered.
  • Support customers in configuring rules, data integrations, and troubleshooting issues.
  • Drive renewal and expansion by ensuring customer satisfaction and delivering measurable outcomes.

Requirements:

  • 7+ years of experience in a Customer Success, Technical Account Management, or Solution Consulting role in a SaaS or software product company.
  • Strong SQL skills and working experience with Python or R.
  • Experience with dashboarding tools such as Tableau, Power BI, Looker, or similar.
  • Understanding of data pipelines, APIs, and data modeling.
  • Excellent communication and stakeholder management skills.
  • Proven track record of managing mid to large enterprise clients.
  • Experience in eCommerce, retail, or consumer-facing businesses is highly desirable.
  • Ability to translate technical details into business context and vice versa.
  • Bachelor’s or Master’s degree in Computer Science, Analytics, Engineering, or related field.
  • This is a remote job

Nice to Have:

  • Exposure to machine learning workflows, recommendation systems, or pricing analytics.
  • Familiarity with cloud platforms (AWS/GCP/Azure).
  • Experience working with cross-functional teams in Agile environments.
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