Technical Customer Support Manager
Core
Technical owner and commercial owner of a book of business, handling escalated issues, renewals, and expansions for field service SaaS accounts.
Role type
Senior Technical Customer Success Manager (Commercial)
Builds
Retention, renewal, and expansion revenue for a defined book of business
Domain
SaaS / Field Service Management
Required skills
Debugging software issues independently, REST APIs, webhooks, SQL, renewal negotiation, upsell/cross-sell, root cause analysis, technical onboarding
Preferred skills
Field service industry experience, SMB SaaS, vertical software, VoIP/telephony, payments products, CRM/BI tooling
Technologies
REST APIs, webhooks, SQL
Responsibilities
Reproduce and diagnose escalated technical issues, write defect reports for engineering, lead technical onboarding and migrations, run renewal and contract negotiations, identify and close upsell opportunities, turn account issues into product feedback
Seniority
Senior, hands-on IC