Job Description

Job Title: Technical Customer Success Manager

Company: Software Development Company (Startup Environment)
Location: Remote (occasional customer travel required)

About the Role

A growing software development company is seeking a Technical Customer Success Manager to own post-sale customer relationships and drive long-term customer success. This role blends customer relationship management, project ownership, and technical depth to ensure customers realize measurable value from the company’s software platform.

This is a post-sales, execution-focused role, working closely with customers as well as internal Sales, Product, and Engineering teams. As a startup, the company operates with small, highly collaborative teams, and this role requires a hands-on, ownership-driven mindset.

The position is fully remote, with responsibility for supporting customers across all U.S. time zones and international regions.

Responsibilities

Customer Success & Relationships

• Own post-sale relationships for assigned customers.

• Build trusted partnerships with engineering, operations, and executive stakeholders.

• Align software usage to customer goals and measurable business outcomes.

• Drive adoption, retention, and expansion through proactive engagement.

Project & Delivery Management

• Manage customer onboarding, pilots, and implementations from kickoff through steady-state operations.

• Own timelines, milestones, and customer communication across internal and external teams.

• Identify risks early and drive resolution with a practical, solutions-first approach.

• Support upgrades, expansions, and new customer use cases.

Technical & Cross-Functional Collaboration

• Maintain a working understanding of customer architectures, data sources, and use cases.

• Translate customer needs into clear technical requirements and actionable plans.

• Partner with Technical Advisors and Engineering on complex topics and escalations.

• Act as the internal voice of the customer, providing clear and actionable feedback to Product and Engineering.

Requirements

• Strong customer-facing and relationship management skills.

• Self-starter with a high ownership mindset and the ability to operate independently.

• Comfortable working with remote, cross-functional, and geographically distributed teams.

• Clear, direct communicator who sets and manages expectations effectively.

• 3–6 years of experience in Customer Success, Technical Account Management, Project Management, or a similar role.

• Engineering background or equivalent applied experience in Chemical, Mechanical, Electrical, or Industrial Engineering.

• Experience managing technical or cross-functional projects involving multiple stakeholders.

Preferred Experience

• Experience supporting enterprise or industrial software customers, ideally in asset-intensive industries such as Oil & Gas, Energy, or Manufacturing.

• Familiarity with OT/IT environments, industrial data, and analytics platforms.

• Strong understanding of industrial OT architectures, including how control systems/PLCs, SCADA systems, historians, and enterprise data platforms interact.

• Experience with industrial historians and analytics platforms such as AVEVA PI System or Seeq.

• Background in SaaS and post-sales Customer Success roles.

• Comfortable engaging with both technical users (OT/IT engineers) and business stakeholders.

• Working knowledge of SQL and experience with the Microsoft technology stack is a plus.

Education

• Bachelor’s degree in Engineering or a related technical discipline.

What Success Looks Like

• Customers are engaged, informed, and consistently realizing value from the software platform.

• Customer projects are delivered on time with clear ownership and accountability.

• Risks and issues are identified early and resolved effectively.

• Internal teams have strong visibility into customer needs, priorities, and feedback.

Why Join This Software Development Company

• Own meaningful customer relationships with real operational and business impact.

• Work in a high-trust, high-accountability startup environment.

• Apply technical and engineering knowledge in a customer-facing role.

• Opportunity to grow into senior Customer Success or leadership roles as the company scales.