Technical Customer Success Manager

Technical Customer Success Manager

Location: NYC Type: Full-time

Level: Senior IC with Leadership Responsibilities

🔍 Overview

We're seeking a Technical Customer Success Manager — someone who can live in the messy space between support, product, and engineering. You'll act as the connective tissue between customer pain and platform solutions, combining strong technical engineering skills with exceptional customer-facing abilities. This role requires a Type A personality who thrives on creating order from chaos, establishing scalable processes, and ensuring flawless execution.

🎯 The Role

Your job is to:

• Triage, translate, and resolve technical issues
• Own the support escalation pipeline
• Build and enforce operational workflows
• Implement and manage Snowflake data shares for customers
• Answer complex data questions and ideate solutions with customers
• And ultimately, make sure nothing falls through the cracks — without the CTO being the glue

This isn't a typical support role. You'll need to understand how our system works, fix things yourself when possible, and advocate for improvements that scale.

🛠 What You'll Do

• Own the Zendesk → Slack → Linear escalation pipeline
• Triage incoming support issues, debug where possible, and escalate when necessary
• Write clean, scoped tickets for the engineering team
• Partner with our offshore support team to raise their technical bar
• Maintain internal documentation, workflows, and escalation playbooks
• Work directly with GTM and customers to explain technical behavior or unblock configurations
• Build and manage Snowflake data shares, providing technical guidance on data integration
• Collaborate with customers to ideate and implement data-driven solutions
• Write SQL queries to solve customer data challenges and answer complex questions
• Identify patterns in support tickets and proactively suggest product improvements
• Establish service level expectations and ticket reporting (basic ops metrics)

💼 Technical Qualifications

Education Requirements

• Bachelor's degree in Computer Science, Software Engineering, or related technical field required

Required Technical Skills

• Strong SQL proficiency for analyzing and solving data-related customer issues
• Experience with Snowflake or similar cloud data platforms, particularly with data sharing functionality
• Ability to debug APIs, trace logs, and write lightweight scripts to solve problems
• Understanding of data warehouse concepts and best practices for secure data sharing
• Technical writing skills that can distill complexity into clarity

Core Experience Requirements

• 5+ years experience as a software engineer, solutions engineer, or sales engineer
• Engineering background with practical application in solving customer technical challenges
• Type A personality with exceptional operational discipline and attention to detail
• Experience thriving in high-pressure environments requiring quick decision-making
• Proven track record of translating customer problems into scalable solutions
• Experience working in startup or high-growth environments
• Strong communication skills for explaining technical concepts to both engineers and business leaders

🧠 You Might Be a Fit If You

• Have 5+ years experience as a software engineer, solutions engineer, or sales engineer
• Enjoy working directly with customers and have strong communication skills—you're comfortable explaining technical concepts to both engineers and business leaders
• Are comfortable debugging APIs, tracing logs, asking questions in the codebase, or writing lightweight scripts
• Have strong writing skills and can distill complexity into clarity
• Enjoy jumping into ambiguity and structuring chaos
• Have worked in a startup or high-growth environment
• Want to own a zero-to-one function and grow with the company

🙌 Bonus Points For

• Experience managing offshore support teams or vendors
• Familiarity with tools like Zendesk, Linear, Slack integrations, and Notion
• Previous experience in a dual technical + customer-facing role
• Light frontend/backend dev experience (even better if you've shipped things)
• Experience with Snowflake data sharing implementation and optimization

💪 Impact & Growth Potential

As our Technical Customer Success Manager, you'll be the linchpin connecting our customers to our platform capabilities. You'll turn customer pain points into scalable solutions while building the operational foundation for our support organization. Your ability to solve technical problems directly and create processes that prevent future issues will be essential to our company's growth.

This is a highly visible role with significant growth potential as you'll work directly with the CTO and leadership team to shape our technical direction and customer experience. For someone with the right mix of technical expertise, operational excellence, and customer focus, this position offers the opportunity to make an outsized impact on our success.