Technical Customer Success Manager

EasySend is a low-code provider of a platform for organizations to build SaaS-based customer-facing interactions, including web-based data collection experiences, document creation and management, and eSignature solutions.

We are seeking a results-driven Technical Customer Success Manager to build strong, trusted relationships with customers and ensure their success. The role involves driving product adoption, identifying growth opportunities, and collaborating cross-functionally to address technical challenges. Excellent communication, technical skills, and a proactive approach are key to this role.

What you’ll be doing:

• Build deep, trusted relationships with customers, positioning yourself as a trusted advisor to maximize their success and satisfaction.
• Identify growth opportunities within accounts, promoting additional products and services
• Lead customer renewals, up-sell and cross-sell opportunities
• Understand customers' business needs and objectives, leveraging product knowledge to provide relevant insights and recommendations.
• Guide customers on best practices for utilizing the platform, maximizing product adoption and long-term value.
• Collaborate cross-functionally with teams such as product, support, and engineering to address complex technical issues and customer requests.
• Act as a voice of the customer, providing feedback to product and engineering teams to support product enhancements and development.
• Identify and flag potential risks early, working proactively with the customer and internal teams to mitigate churn.
• Track and analyze account health metrics, to assess overall account stability and satisfaction.
• Conduct EBRs (preferably onsite) with key stakeholders to discuss performance, showcase value, and align on future goals.

Requirements:

• Minimum of 3-5 years of experience as a CSM in SaaS companies
• Independent and curious self learner
• Technical acumen
• Proficiency with CRM tools and data analytics: Microsoft Excel, Monday, Jira, SF and Zendesk
• Proactive and solution-oriented, with a natural ability to serve as a trusted advisor to customers and anticipate their needs.
• Exceptional interpersonal, listening, written, and verbal communication skills.
• Proven ability to build and maintain strong, multi-level client relationships, including executive-level engagement.
• Strong project management skills with the ability to manage and deliver complex technical products and solutions.
• Superior critical thinking, decision-making, and problem-solving skills, with a focus on finding solutions to challenges.
• Customer-centric mindset with a commitment to customer satisfaction and delight, driving value and long-term success for clients.
• Ability to work in a fast-paced, dynamic environment while managing multiple priorities effectively.
• A results-driven approach, with a focus on continuous improvement and learning.
• Fluent English