Technical Customer Success Manager

Hi! I'm Paula, the Head of Customer Success at Modash. I'm looking for a Technical Customer Success Manager to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know. Background & reason for hiring Customer Success has been one of the most important functions at Modash since the beginning. Our value Customers and Creators First guides the team every day. We’re hiring a new Technical CSM based in Europe so every customer gets the attention and support they deserve as we grow. We already have two CSMs in Europe: Maris (platform CSM) and Georg (Technical CSM). We also have three other CSMs in Canada. You’ll join a tight-knit CS team that takes ownership seriously and cares about the people we work with. Scope of the role & what you'll actually do Your job is simple to explain and hard to do well: be a partner to our customers as they build their own product on top of our creator data . You’ll own the entire journey for our API customers: from onboarding and adoption to expansion and long-term growth. You’ll help them integrate, innovate, and scale with Modash. 1. Own your portfolio of accounts You'll manage a portfolio of customers, who have purchased one or both of our APIs. Success in this role is measured mainly through Net Revenue Retention (NRR) across your portfolio, and the day-to-day work that drives it (adoption, success plans, and renewals). For each account, you'll: - Build and maintain a clear success plan (goals, next steps, check-ins) - Run regular calls (mostly European time zones) - Help customers use the right endpoints for their use case - Help customers find new ways to use Modash data - Help troubleshoot technical issues - Own the expansion end-to-end, from spotting the need to closing the upgrade - Own renewals and coordinate invoicing with Finance - Keep your portfolio organized: clear recaps after every interaction and keep Vitally up to date 2. Onboard new customers As soon as a customer buys Modash and is handed over from Sales, you're their first real partner at Modash. You'll: - Run a strong Sales → CS handover and agree on goals for the next 30–90 days - Run onboarding calls with a clear integration plan (milestones and owners) - Review their first integration before they go live (payloads, pagination, retries) - Help them get to first value fast - Send a clear recap with next steps, owners, and dates 3. Collaborate with Product, Sales, Support and Marketing You're the voice of the customer internally. That means: - You’re the main bridge between customers and Product. You’ll bring customer problems to Product in a clear way, and help shape what we build next. - You’ll connect the right customers to Product for deeper discovery, feature testing, and early feedback. - You’ll coordinate with Sales on handovers and expansion opportunities. - Work with Support and Engineering to resolve technical issues - You’ll work closely with Marketing to build customer-facing resources (guides, webinars, templates) and make sure customers engage with them. The tools you'll use - Vitally → our Customer Success CRM and source of truth for all accounts - Notion → our internal knowledge base for everything Modash - Intercom → customer support, newsletters, and in-app communication - Stripe → subscriptions, payments, and invoices - FullStory → session recordings for debugging and understanding customer behavior - Calendly → scheduling customer calls Required skills and experience - You have 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role supporting technical customers. - You’re comfortable discussing APIs, integrations, and data flows. You might not code, but you understand how systems connect and love learning how things work. - You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actuall