The RoleSpecter is hiring a customer success manager to own the post-deployment experience for every customer on the platform. You'll manage the handoff of new accounts from business development and deployments into steady-state operations, ensure customers are getting full value from the Specter platform, and serve as the voice of the customer inside engineering. This role sits at the intersection of technical support, relationship management, and product feedback-you'll be the person who makes sure customers succeed, and that their feedback reaches the right engineers with the right context to act on it.
Responsibilities:- Manage the handoff of new customer accounts from BD and deployments into ongoing operations, with clear documentation and defined success criteria.
- Own the health and utilization of the Specter platform across all active customers, proactively identifying underutilization or emerging issues.
- Serve as the primary ongoing technical point of contact for customers-fielding questions, troubleshooting issues, and coordinating escalations to engineering.
- Route and contextualize customer feedback to engineering teams, helping prioritize feature requests and bug reports alongside existing engineering requirements.
- Collaborate with BD to support account reviews, renewals, and expansion conversations with data-driven usage insights.
- Identify recurring customer pain points and work with product and engineering to develop scalable solutions.
- Build and maintain customer-facing documentation, training materials, and onboarding playbooks.
Qualifications:- Strong technical aptitude-ability to troubleshoot across web applications, APIs, cloud infrastructure, and data pipelines.
- Experience in customer success, solutions engineering, technical account management, or support engineering at a B2B technology company.
- Excellent communication skills-able to explain complex technical concepts to non-technical stakeholders and translate vague customer complaints into actionable engineering tickets.
- Highly organized with a systematic approach to account management, documentation, and cross-functional coordination.
- Comfort with data analysis and dashboards that track customer health and platform utilization.
- A proactive, ownership-driven mindset-identifies and addresses issues before customers escalate.
- Interest in physical AI, IoT, or large-scale distributed sensing systems.
