Technical Customer Success Manager

Technical Customer Success Manager

At Cargo, we're looking for a Technical Customer Success Manager who enjoys solving technical problems as much as helping customers succeed.

This is not a traditional Customer Success role.

We're looking for someone with strong technical thinking who can investigate issues independently, identify root causes, and distinguish between product bugs, configuration issues, integration problems, and feature requests—before escalating to the development team.

If you enjoy understanding how systems work behind the scenes, this role is for you.

• Lead customer onboarding and technical implementation.
• Become a trusted technical advisor for our customers.
• Investigate technical issues by analyzing logs, APIs, Webhooks, and system behavior.
• Perform root cause analysis and determine whether an issue is:
• A product bug
• A configuration or implementation issue
• An integration problem
• A feature request or customization
• Resolve as many technical inquiries as possible independently, minimizing unnecessary development tickets.
• Work closely with Product, R&D, and Operations on complex technical escalations.
• Support and implement eCommerce integrations and platform add-ons.
• Use AI tools to analyze issues, improve workflows, and increase operational efficiency.
• Identify product gaps and provide feedback to Product.
• Train customers on best practices and help them maximize the value of our platform.
• Monitor integration health, usage, and performance.
  

• Technical background in Information Systems, Technical Support, Integrations, Implementation, or similar.
• Strong understanding of APIs, JSON, and Webhooks.
• Ability to investigate technical issues independently and perform structured root cause analysis.
• Familiarity with cloud environments such as Google Cloud.
• SQL knowledge is an advantage.
• Experience with AI tools and AI-assisted troubleshooting.
• Experience with SaaS platforms is an advantage.
• eCommerce experience is a significant advantage.
• Excellent written and spoken English.
  

• Curious and analytical.
• Loves troubleshooting complex systems.
• Takes ownership and doesn't stop at the first symptom.
• Comfortable working directly with customers while speaking the language of developers.
• Knows when an issue truly requires engineering—and when it can be solved without writing code.

If you're passionate about technology, customer success, and solving real-world problems, we'd love to hear from you.