Technical Success Manager
Core
Ensure customers achieve measurable success with the iCIMS Talent Cloud and related integrations by driving platform adoption, optimizing configuration, and enabling ongoing success through proactive engagement and education.
Role type
Senior IC Technical Success Manager (SaaS/HR Tech)
Builds
Customer success plans, adoption audits, QBRs demonstrating ROI, and integration guidance for HRIS connections and APIs.
Domain
Enterprise HR Technology (ATS/HCM/HRIS) and SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SaaS architecture knowledge, API and data integration expertise, enterprise client support experience, CRM proficiency, technical-to-business translation, adoption audit execution, risk mitigation strategies, product roadmap communication, cross-functional collaboration
Preferred skills
Familiarity with iCIMS or comparable HR systems, experience with Salesforce or Gainsight, background in HR Tech (ATS, HCM, HRIS), ability to facilitate beta programs and advisory boards
Technologies
REST APIs, SSO, SFTP, Salesforce, Gainsight, iCIMS Talent Cloud
Responsibilities
Own and maintain the Success Plan for assigned customers, aligning technical milestones and success metrics with strategic business outcomes. Lead Outcome Reviews (QBRs) to demonstrate ROI, value realization, and alignment with evolving customer goals. Perform Adoption Audits to assess product utilization, identify areas for optimization, and recommend best practices. Monitor account health and execute Risk Mitigation and Call to Actions (CTAs) for at-risk customers. Provide guidance on iCIMS integrations, including HRIS connections, APIs, and third-party application integrations. Serve as the customer's technical advocate in product or support escalations, coordinating closely with Support and Product.
Seniority
Mid-Senior, hands-on IC
