Technical Customer Success Manager (API)
Posted Updated
Description
- Own customer relationships across onboarding, adoption, retention, and expansion, building trust with developers, technical leaders, and business stakeholders
- Understand each customer’s use case, integration, and success criteria. Help them evaluate the APIs, resolve adoption barriers, and establish a path to production
- Use account and product usage data to identify declining adoption, technical risks, and growth opportunities, then work with customers on specific next steps
- Investigate technical questions using API documentation, sample requests, and usage data. Coordinate with Engineering and Support on deeper issues and keep customers informed through resolution
- Lead customer-facing programs such as endpoint migrations, product rollouts, and enablement. Define milestones, coordinate internal owners, and track customer readiness and completion
- Manage customer communications for product changes, deprecations, and outages, partnering with technical teams to provide accurate updates and clear guidance
- Build and improve the API customer success playbook, including onboarding, account reviews, customer health signals, escalation paths, and sales-to-CS handoffs
- Partner with Sales and account owners on renewals and expansion, using adoption, consumption, and business outcomes to demonstrate value and surface risks early
- Bring customer feedback into product planning and work with Developer Relations and Support on documentation and enablement that address recurring needs
- Technical fluency: comfortable reading API documentation, making API requests, interpreting responses and errors, and discussing integration questions with developers
- Experience creating or improving a customer program, playbook, or cross-functional process, not only operating an established one
- 4+ years of experience in customer success, technical account management, solutions engineering, or a related customer-facing role at a technology company
- A track record of driving adoption, retention, or growth across a portfolio of customers, with clear ownership of follow-through
- Strong written and verbal communication, including the ability to explain technical issues clearly and communicate carefully when facts are still developing
- Sound judgment in balancing account needs with strategic projects, setting priorities, and moving work forward without a detailed brief
- Experience with APIs, developer tools, cloud infrastructure, or usage-based products
- Familiarity with AI applications, search, retrieval, or agents, including how customers evaluate quality, latency, and cost
- Working knowledge of Python or SQL for reproducing issues, analyzing usage, or automating recurring work