Technical Customer Success Manager

Job title : Technical Customer Success Manager

Role Overview

• This role combines customer success, customer support operations, client onboarding, account management, and light sales responsibilities.
• You will be responsible for helping clients successfully adopt and use platforms such as respond.io, Zoho Social, Zoho Desk, WhatsApp Business API solutions, live chat systems, CRM tools, and other customer experience platforms.
• You will become the primary point of contact for clients after project handover and ensure they achieve measurable success with the systems we implement.

Key Responsibilities
Client Onboarding & Implementation:

• Lead onboarding sessions for new clients.
• Configure and set up platforms such as:
• respond.io
• Zoho Social
• Zoho Desk
• Zoho SalesIQ
• WhatsApp Business API
• CRM and support systems
• Assist clients with account setup and platform configuration.
• Create onboarding checklists and implementation plans.
• Ensure smooth client adoption of new systems.

Customer Success Management:

• Build strong relationships with clients.
• Conduct regular client check-ins.
• Track client usage and engagement.
• Identify opportunities to improve client performance.
• Ensure clients achieve their desired outcomes.

Customer Experience Consulting:

• Review client customer service workflows.
• Identify gaps in support operations.
• Recommend improvements to response times, ticket handling, and customer communication.
• Help clients establish customer service SOPs and best practices.
• Provide strategic guidance based on industry standards.

Training & Support:

• Train clients and their teams on platform usage.
• Develop documentation, SOPs, and video tutorials.
• Troubleshoot platform issues.
• Coordinate with technical teams when necessary.

Account Growth & Sales:

• Identify opportunities to upsell additional services.
• Recommend tools and solutions that can improve client operations.
• Assist with partnership and software implementation opportunities.
• Support client retention and account expansion initiatives.

Internal Operations:

• Maintain implementation documentation.
• Build repeatable onboarding processes.
• Improve customer success workflows.
• Report client health metrics to management.
• Maintain CRM records and client notes.

Requirements Experience

• Minimum 3 years experience in Customer Success, Customer Service Management, Customer Support Operations, Account Management, or Technical Support.
• Experience leading or supervising customer service teams.
• Experience working with retail, e-commerce, hospitality, or service-based businesses.

Technical Skills:

• Experience with some of the following platforms is highly preferred:
• respond.io
• Zendesk
• Zoho Desk
• Zoho Social
• Zoho CRM
• Freshdesk
• Intercom
• HubSpot Service Hub
• WhatsApp Business API
• Live Chat Systems
• CRM Platforms
• Soft Skills
• Excellent spoken and written English.
• Strong presentation and training skills.
• Confident leading client meetings.
• Strong problem-solving abilities.
• Ability to manage multiple client accounts.
• Highly organized and detail-oriented.
• Ability to work independently without constant supervision.

Preferred Candidates:

• You will stand out if you have:
• Experience managing customer support teams.
• Experience in retail or e-commerce customer service operations.
• Experience implementing customer support software.
• Experience creating SOPs and training materials.
• Experience in SaaS onboarding or implementation roles.

Success Metrics:

• Client onboarding completion rate.
• Client satisfaction score.
• Client retention rate.
• Platform implementation completion rate.
• Training completion rate.
• Upsell and account expansion revenue.
• Documentation and SOP completion.
• Average onboarding time.
• Client support response time.

Why Join Us

• Work directly with growing brands and retailers.
• Opportunity to become the customer experience expert within the agency.
• Growth into a Customer Success Lead or Head of Client Operations role.
• Exposure to leading customer support and automation platforms.
• Remote work environment with a collaborative team.