Technical Customer Success Manager
Photoroom
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- You will be responsible for the day-to-day management and success of our Enterprise and self-serve customers, ensuring they are happy, supported, and expanding.
- You will manage daily communications, onboarding, demos, and troubleshooting with Enterprise and self-serve customer teams.
- You will work closely with the Technical Customer Lead (TCL) on strategies to improve customer satisfaction, retention, and expansion - and to ensure smooth processes and consistent communication.
- You will execute Customer Success playbooks, keep CRM and internal tools updated, and surface key account insights to support decision-making.
- You will act as the first line of troubleshooting for Enterprise and self-serve customers, clearly documenting and escalating issues when needed.
- You will collect, log, and structure feedback from customer calls, support interactions, and usage reports to inform Product and ML teams.
- You will collaborate closely with Account Executives, ML, and Product to coordinate renewals, troubleshooting, and feature testing.
- You are comfortable working with distributed teams across time zones (5+ hours difference) and maintaining reliable, async communication.
- You will assist with administrative tasks, including YC program and Start-up plan coordination when relevant.
Requirements
- You have a proven ability to manage Enterprise or high-value SaaS customer accounts and drive their success.
- You enjoy working in early-stage startups and are comfortable operating with autonomy and fast iteration.
- You are enthusiastic about AI and GenAI, and excited to help brands succeed using PhotoRoom’s API and creative tools.
- You understand what’s essential to create quality visuals (personally or professionally) and have a passion for GenAI.
- You are familiar with technical frontend and backend development concepts in order to consult with and educate customers on our platform, and in particular, our API.
- You have experience providing first-line technical troubleshooting and can work effectively with engineering-minded users.
- You are organized and process-oriented, able to execute playbooks while identifying opportunities for improvement.
- You are a strong communicator, capable of managing multiple stakeholders and priorities simultaneously.
- You are a self-starter who works independently and reliably, keeping both customers and internal teams aligned.
- You are fluent in English; another language is a plus.
Benefits
- Work flexibly from anywhere on the East Coast of the US within a 1.5-hour train/flight from NYC
- Regular team gatherings, including in-person onboarding in Paris (1-2 weeks), yearly company offsite and team retreat, quarterly in-person meetings, and social events like the winter party and hackathons
- 20 days annual leave plus local public holidays
- Competitive equity package with stock options, giving you ownership in our growing company
- $1000 one-time home office grant OR $400 per month co-working space stipend
- $1,000 annual learning and development budget for training, courses, books, and skill development
- Private health insurance includes premium medical, dental, and vision benefits.
- Access to personalized mental health support, including 1:1 sessions with therapists or coaches, self-care tools, and well-being resources via MokaCare
- Sports and cultural activities reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSAPIfrontend developmentbackend developmenttechnical troubleshootingcustomer success playbooksdata analysiscustomer onboardingcustomer communicationaccount management
Soft skills
strong communicatororganizedprocess-orientedself-starterautonomousenthusiasticcollaborativeadaptableproblem-solvingstakeholder management