Project Manager - Ecommerce, SaaS
Rithum
Cloud
Technical Customer Success Manager, AI/RAG
Progress
full-time
Posted on:
Origin: • 🇺🇸 United States • Massachusetts, North Carolina
Visit company websiteSalary
💰 $102,000 - $126,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Act as a trusted technical advisor for customers, building strong relationships with both business and technical stakeholders to accelerate adoption and ensure long-term success
- Lead customers through the post-sales journey by aligning technical implementation with business objectives, with a focus on maximizing product usage, scalability, and ROI
- Drive and support the successful onboarding, configuration, and deployment of products by collaborating closely with customer engineering teams and internal technical resources
- Be a go-to resource for deployment discussions, comfortably addressing technical questions and guiding customers through rollout best practices
- Provide hands-on guidance during deployments to ensure smooth rollouts, mitigate risk, and resolve challenges quickly
- Translate complex technical concepts into clear, actionable insights for audiences ranging from developers to executives
- Work directly with customer technical teams to understand integration requirements, data flows, and architecture considerations, helping to design best-fit solutions
- Proactively monitor adoption and technical health of customer environments—identify potential risks, surface optimization opportunities, and recommend feature usage or upgrades
- Partner with Product Management, Engineering, and Support to resolve advanced technical challenges and provide structured feedback for product improvements
- Facilitate and deliver advanced technical workshops, solution walkthroughs, and tailored training sessions to ensure customers get maximum value from the platform
- Maintain accurate documentation of customer architectures, use cases, deployments, and integration approaches to ensure continuity and scalability across the account lifecycle
- Conduct technical account reviews and provide guidance on performance, scalability, deployment health, and future roadmap alignment
- Act as a technical escalation point for assigned customers, coordinating cross-functional resources to address complex issues—especially during critical deployments
- Collaborate with Account Managers to identify upsell, cross-sell, and expansion opportunities rooted in technical value delivered
- Support renewal success by ensuring that technical adoption, deployment success, and business value are well-documented and communicated to decision makers
Requirements
- Experience in a client-facing technical role (customer success, solutions engineering, technical consulting, or similar)
- Strong technical background with experience in software deployment, integrations, APIs, cloud environments, and/or data workflows
- Comfort and credibility in deployment conversations—able to answer questions, anticipate challenges, and engage intelligently with both customer and internal engineering teams
- Ability to collaborate with engineering teams and speak fluently with developers, architects, and technical leaders
- Proven ability to design or influence solution architectures and help customers solve technical challenges in scalable, sustainable ways
- Excellent communication, presentation, and facilitation skills
- Experience with CRM tools (Salesforce preferred) and proficiency in documenting technical details, architectures, deployments, and success plans
- Demonstrated problem-solving skills with the ability to diagnose issues across systems and environments
- Strong business acumen—able to align technical solutions to customer goals and measurable outcomes
- Highly self-motivated, adaptable, and able to thrive in a dynamic, fast-paced environment
- Must be local to Burlington, MA or Raleigh, NC and able to work hybrid between home and office
- Travel requirement: up to 10% (as needed)
