We are looking for a Senior Manager of Technical Customer Success to join our global Customer Success Org. The position is based out of our New York City office located near Bryant Park in Midtown Manhattan, and we're looking for local candidates who can join us in the office two days each week to collaborate with peers and build on our company culture.
About the Role
The Senior Manager, Technical Client Success leads a team of Support Engineers (SEs) and Technical Customer Success Engineers (TCSEs) who serve as the technical backbone of the client journey. This role combines people leadership with operational ownership of the support queue and technical services delivery, ensuring the team resolves issues, delivers projects, and grows client relationships with consistency and quality.
You'll coach and develop a technical team, keep support and services operations running smoothly day to day, and act as the connective tissue between your team and the OpenAsset AI Center of Excellence (CoE) so that product feedback from the front lines reaches the people building the tools.
Key Responsibilities
Team Leadership & Development
- Provide line management for SEs and TCSEs, including hiring input, performance management, and career development.
- Run consistent 1:1s and feedback loops that help each team member grow their technical and client-facing skills.
- Lead team meetings, standups, and office hours that keep the team aligned and unblocked.
- Coach and support team members through complex or escalated client situations.
Support & Services Operations
- Day-to-day ownership of the support queue in Intercom, including ticket assignment, prioritization, and escalation
- Oversee technical project and implementation delivery across the client base, ensuring work is scoped clearly and completed on time
- Contractor relationship management, including onboarding, work allocation, and quality review
- Capacity monitoring and rebalancing to protect client experience and team health
- Jump directly into the queue when volume or complexity demands it; this is expected, not exceptional
Process & Documentation
- Diagnose what is working and what is not across technical client success operations and lead process design and implementation.
- Maintain and improve process documentation so the team has clear, current playbooks for recurring technical work.
- Identify recurring technical requests and work with the team to templatize or automate them.
Tech and Tooling Ownership
- Own the internal tooling roadmap for the technical client success team.
- Decide where to invest build effort versus adopt existing tooling.
- Build AI-powered workflows that eliminate recurring manual work across the team.
Cross-Functional Collaboration
- Act as the liaison between your team and the AI CoE, ensuring product feedback from SEs and TCSEs is captured and communicated clearly.
- Partner with Sales, CS, Product, and Engineering counterparts to keep technical delivery aligned with client goals and commercial timelines.
Skills & Experience
AI Fluency
This role oversees a team that moves fast across a high volume of accounts. We're looking for a leader who models and encourages the use of AI tools across the team for drafting and debugging scripts, working through unfamiliar APIs, writing documentation, and troubleshooting edge cases. This isn't about AI expertise for its own sake, it's about using AI to help the team produce a best-in-class client experience.
Required
- 4-6+ years of experience in a technical, client-facing role, including experience with scripting (Python or JavaScript) and REST APIs.
- 1-2+ years of experience directly managing a technical or client-facing team.
- Experience overseeing a support queue or ticketing system (e.g., Intercom, Zendesk) at scale.
- Comfortable balancing hands-on technical problem-solving with people management.
Preferred
- Experience working in SaaS.
- Experience managing contractor or vendor relationships.
- Exposure to Adobe InDesign or template automation.
- Exposure to generative AI / LLM-powered tools.
Plus
- Experience or familiarity with the Architecture, Engineering, and Construction (AEC) industry.
Working Attributes
- Leads with empathy while holding a clear bar for technical quality and client experience.
- Balances technical depth with clear, non-jargon communication for non-technical stakeholders.
- Operates with a strong sense of ownership and urgency, especially during escalations.
- Approaches problems with a solutions-oriented, detail-driven mindset.
- Adaptability: thrives in a quickly evolving, dynamic, and agile environment.
Technologies We Use
Python, JavaScript, REST APIs, GitHub, Intercom, Jupyter Notebook, pandas, InDesign, DataDog
Benefits
- Competitive salary
- Medical / Dental / Vision coverage - 100% employer-paid for employees, 50% employer-paid for dependents
- 20 days paid time off per year + federal holidays
- 5 paid sick days
- Work from home flexibility
- Commuter benefits
- 401k with employer match
- Paid parental leave
- Career growth and development opportunities
This position is not eligible for visa sponsorship.
