Hubtype

Technical Customer Success

• At Hubtype we run as a lean, tech-forward company, so our Customer Success team plays a hybrid role that combines classic CS ownership with project management. Our CSMs are the single point of contact for the customer and are accountable for the successful delivery of each project, partnering closely with our engineering team, who handle the actual development work.
• We are looking for a **Technical Customer Success Manager** who will own the **end-to-end customer journey**: from kickoff and discovery, through implementation and go-live, to adoption, retention, growth and renewal. The role is not about writing code, but about **understanding the customer's technical and business needs**, translating them into clear requirements for engineering, and orchestrating delivery across teams.
• Key responsibilities
• - Own a portfolio of strategic accounts as their main point of contact across the full lifecycle.
• - Lead project delivery: scoping, planning, coordinating internal and client teams, managing timelines, dependencies, risks and deliverables.
• - Run discovery sessions with customers to understand business goals, use cases and technical context.
• - Translate customer needs into clear, structured requirements that engineering can act on, and translate technical decisions back into business language for the customer.
• - Act as the bridge between the customer and Hubtype's engineering, product and solutions teams. The CSM does not build the solution but owns its delivery.
• - Analyze customer data and project status to identify blockers, anticipate issues and surface opportunities.
• - Drive adoption, monitor account health and identify upsell and expansion opportunities.
• - Run QBRs, executive reviews, trainings and workshops with both business and technical stakeholders.
• - Use AI tools daily to scale work: drafting, research, summarization, analysis, documentation and automation.
• - Capture customer feedback and feed it into the product roadmap.