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