REMOTE (Work may be performed anywhere)We're looking for a Technical Customer Success Manager to serve as a trusted technical partner for our enterprise customers. This role sits at the intersection of technology, customer success, and product, ensuring our most strategic clients receive proactive, high-quality technical guidance and support. You'll work closely with customers, internal engineering teams, and cross-functional partners to drive adoption, resolve complex technical challenges, and deliver long-term value.
What You'll Do:Relationship & Strategy
- Ensure the timely and successful delivery of Rechat solutions in alignment with customer needs and business objectives
- Drive product adoption and engagement by partnering with clients to develop and execute success strategies tailored to their goals
- Analyze client use cases and provide best-practice recommendations to optimize product usage, adoption, and return on investment
- Serve as a trusted advisor by understanding client workflows, integrations, and data at a technical level and translating business needs into product solutions
- Identify risks and opportunities through regular client check-ins and strategic business reviews to strengthen relationships and improve retention
- Monitor and report on the progress of all deliverables and initiatives, ensuring deadlines are met and client outcomes are achieved
- Ensure consistent execution and measurable success across all assigned accounts
Technical Triage & Problem-Solving
- Serve as the first line of technical triage for client-reported issues - investigating and attempting to resolve before escalating
- Distinguish between user error, account/configuration issues, and genuine product bugs through hands-on investigation of the platform
- Reproduce reported issues directly in the product, documenting exact steps, environment/account details, and expected vs. actual behavior
- Use browser developer tools, API responses, and available logs to investigate and validate issues before escalating
- When escalation is necessary, submit clear, reproducible, well-documented tickets (steps to reproduce, screenshots, logs, affected accounts/records) so Engineering and TechOps can act without needing to go back and forth
- Maintain and contribute to an internal knowledge base of common issues, workarounds, and resolutions to speed up future triage
- Understand core integrations (MLS/IDX, CRM, email/calendar, e-signature, etc.) at a level sufficient to troubleshoot connectivity and data-sync issues
- Manage a high volume of inbound client requests, prioritizing and resolving what can be resolved directly, and coordinating internal resources for what can't
- Proactively anticipate customer needs and technical pain points based on usage patterns and product knowledge
- Perform other duties as assigned
What You Bring:- High school diploma or equivalent required; Bachelor's degree preferred
- Five or more years of relevant professional experience, or an equivalent combination of education and experience
- Five or more years of experience in a SaaS Account Manager, Customer Success Manager, Technical Support, or similar client-facing technical role preferred
- Experience working in a fast-paced startup environment and the ability to adapt quickly to changing priorities strongly preferred
Skills and Qualifications:- Strong understanding of SaaS platforms, CRM systems, marketing technology, or similar tools
- Demonstrated ability to troubleshoot software issues independently - comfortable digging into a problem before handing it off
- Working familiarity with REST APIs, webhooks, or basic SQL is a strong plus
- Comfort using tools like browser developer tools/console, Postman (or similar), and structured ticketing systems (e.g., Jira, Zendesk) to document and track issues
- Ability to read and interpret error messages, API responses, and logs well enough to describe a problem precisely
- Ability to quickly learn new products and stay current on new features and releases
- Comfortable discussing workflows, integrations, and data concepts with both technical and non-technical audiences
- Strong organizational skills with the ability to manage multiple accounts and priorities effectively
- Excellent written communication skills - able to write clear, precise, reproducible bug reports as well as consultative client-facing messaging
- Analytical, detail-oriented mindset with genuine curiosity about how the product works under the hood
- Basic understanding of the real estate industry preferred; direct industry experience is a plus
- Outgoing, professional demeanor with the ability to build strong relationships and collaborate effectively across teams
Why You'll Love Working Here:- Competitive compensation
- Fully remote with flexible work/life balance
- A diverse, inclusive, and highly collaborative culture
- Meaningful work with a product used by real professionals every day
- Flexible Paid Time Off
