Technical Customer Success Manager

The Opportunity

We are identifying senior leaders for a US-headquartered, Seed startup entering its next growth phase. Hiring decisions will be made between April and June. We are not filling a role; we are building a shortlist of candidates who belong in the conversation.

This position combines technical know-how with customer success. You will own the complete customer experience, from onboarding to advocacy, while building the feedback systems that make the product better for everyone. If you have been waiting for a role where customer success and product quality are treated as one discipline, this is it.

Why This Role Exists

As our customer scales post-funding, they are investing in a senior leader who refuses to separate customer experience from product quality. You will be the voice of the startup’s users inside engineering and the voice of engineering to the startup’s users. This role exists because customer success without quality accountability is incomplete, and our customer knows it.

What You Will Own

Customer Success (60%)

1. Lead technical onboarding and implementation for strategic accounts
2. Own customer health metrics, retention outcomes, and expansion opportunities
3. Develop scalable success processes and playbooks that grow with the customer base
4. Serve as the executive point of contact for key accounts

Quality Assurance Strategy (40%)

1. Build the feedback loop: customer issues to engineering prioritization to verified resolution
2. Define quality standards grounded in customer experience, not just internal testing metrics
3. Partner with Product and Engineering to influence roadmap based on real usage patterns
4. Hire and mentor junior CSMs and support staff as the function grows

What You Bring

Required:

1. 7+ years in technical customer success, solutions engineering, or support leadership
2. Demonstrated experience bridging customer needs with engineering and product teams
3. Strong technical fluency: comfortable reading logs, understanding APIs, and triaging issues
4. Track record of building processes in scaling or early-stage environments
5. Exceptional communication for both executive and technical audiences

Valuable:

1. Background in QA, support engineering, or technical account management
2. Experience with SaaS platforms, particularly in B2B contexts
3. Familiarity with product analytics tools (Amplitude, Mixpanel, FullStory)
4. Exposure to quality frameworks or methodologies

Who Thrives Here

You are a systems thinker who treats customer complaints as product intelligence. You are equally comfortable in a QBR with a VP and a triage call with engineers. You do not protect users from reality; you help them navigate it while advocating fiercely for their experience. You want to build a function, not just occupy a title.

How to Apply

The application process is intentionally rigorous to ensure a great fit for both sides:

Step 1: Submit Your Application

Complete the application form and upload your resume. Highlight your technical impact and measurable achievements.

Step 2: AI Interview + Code Exercise

Qualified applicants will join a combined AI interview and coding session to assess technical reasoning, problem-solving, and communication.

Step 3: Evaluation and Review

Submissions are reviewed for code quality, clarity, and architectural decisions.

Step 4: Live Interview

Finalists will meet with VamosWatu and the partner's engineering leadership to discuss technical alignment, collaboration style, and culture fit.

Final Step: Selection

Top performers will move forward for final selection and onboarding into the engineering team.