Technical Customer Success - TL

We are a cutting-edge external data platform, simplifying data-driven decision-making through an intuitive interface that grants universal access to various public web data on a large scale.

About the Role:

The role of our Technical Customer Success Team Leader is pivotal in connecting business requirements with our technical platform. This position involves close collaboration with Account Executives to support post-sale processes and leading a small CSM team. You will be responsible for building, mentoring, and managing a team of Customer Success Managers, while also directly managing customer interactions to ensure their satisfaction with our solutions.

The ideal candidate will understand customer needs and requirements, proficiently manage multiple stakeholders, and act as a trusted technical advisor. You will collaborate closely with developers and data engineers across various customer segments, gaining a deep understanding of their needs and demonstrating how our platform aligns with their business objectives.

Key Responsibilities:

• Work closely with our sales team to facilitate technical engagements with key customers, ensuring precise identification of requirements and successful delivery of their success criteria.
• Own the overall relationship with assigned clients, managing onboarding, implementation, training, driving increased adoption, and ensuring high levels of customer satisfaction leading to renewals and expansion.
• Provide technical guidance to customers during post-sale processes, addressing complex technical support inquiries.
• Lead and mentor a team of technical customer success managers.
• Develop strong, collaborative relationships with clients, serving as a trusted advisor and bridging the gap between client needs and technical implementation.
• Collaborate with various departments, including Product and Engineering teams, to promptly resolve customer issues and leverage valuable feedback for product enhancement.
• Cultivate an in-depth understanding of web scraping and web data domains, becoming an expert in utilizing our technology to support customer goals.

Job Requirements:

• 2+ years of experience in managing CSM teams.
• At least 4 years of customer-facing experience with technical SaaS products, ideally serving engineers, particularly in web scraping or data extraction domains.
• Proficiency in programming languages such as Python, Java, or Node.js.
• Proficiency in working with APIs and troubleshooting logs.
• In-depth knowledge of web technologies, including HTML and CSS.
• Exceptional problem-solving and analytical abilities.
• Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Proven track record in managing and nurturing relationships with enterprise clients.
• Ability to work collaboratively in a team and manage different stakeholders.
• Passion for learning new technologies and becoming an expert in your field.
• Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field.