- Company Name
- Modash
- Job Title
- Technical Customer Success Manager (API Product), Toronto
- Job Description
-
**Job Title:** Technical Customer Success Manager (API Product)
**Role Summary**
Own the end‑to‑end journey of API‑centric B2B SaaS customers, partnering with their engineering, product, and leadership teams to translate technical capabilities into measurable business outcomes. Drive onboarding, adoption, expansion, and long‑term success while providing technical guidance, problem resolution, and strategic counsel.
**Expectations**
- Be the primary technical advisor and consultant for API customers.
- Translate complex technical details into clear business value.
- Proactively create and refine playbooks, documentation, and support processes.
- Collaborate cross‑functionally with Sales, Support, Product, and Engineering to shape the roadmap and deliver a seamless customer experience.
- Thrive in a fast‑moving, ambiguous startup environment and be accountable for outcomes.
**Key Responsibilities**
1. Lead onboarding, integration, and adoption of API products for new customers.
2. Gather and map customer requirements, defining success metrics and adoption milestones.
3. Diagnose and resolve technical issues, coordinating with Support and Engineering for rapid fixes.
4. Conduct technical workshops and demos, turning learning into actionable integration plans.
5. Identify upsell and expansion opportunities by analyzing usage data and business goals.
6. Act as a customer advocate, feeding field insights into product roadmap and feature prioritisation.
7. Produce concise technical and business documentation for customers and internal teams.
8. Continually improve processes, create playbooks, and share best practices across the customer success organization.
**Required Skills**
- 3+ years in technical Customer Success, Technical Account Management, or related role in B2B SaaS.
- Deep familiarity with REST/GraphQL APIs, data pipelines, SDKs, and integration patterns.
- Strong analytical, problem‑solving, and troubleshooting abilities.
- Excellent verbal and written communication; ability to explain technical concepts to non‑technical stakeholders and senior leadership.
- Consultative sales mindset with a focus on customer outcomes.
- Self‑starter: organized, proactive, comfortable in ambiguous environments, and willing to write new processes.
- Team collaborator, capable of working with Sales, Support, Product, and Engineering.
- Experience in marketing or influencer ecosystems is a bonus but not required.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.
- Professional certifications (e.g., Certified Technical Account Manager, AWS Certified Developer, or equivalent) are advantageous but not mandatory.