Technical Customer Success Manager

📋 Description

• • Own the entire demo lifecycle for Arbi, Athena, and Aurora—from discovery through tailored storytelling, objection handling, and next-step definition—so every prospect leaves convinced that Neuroscale is the AI recruiting operating system they can’t live without.
• • Partner shoulder-to-shoulder with Account Executives to translate each buyer’s pain points, technical requirements, and success criteria into a crisp demo narrative that accelerates deal velocity and increases win rates.
• • Run independent demos for recruiting leaders, operations heads, C-suite executives, and IT stakeholders, adjusting depth and tone on the fly to keep every audience engaged and confident in the platform.
• • Lead technical validation during trials and POCs: define measurable success criteria, manage tight timelines, and bulldoze blockers so prospects experience friction-free value within days, not weeks.
• • Troubleshoot real-world recruiting workflows on the spot—whether that’s a Greenhouse custom field mapping, a Workday SCIM misconfiguration, or a CSV import gone sideways—so prospects see you as the expert who makes hard things easy.
• • Own or co-own customer onboarding from signed contract to “aha” moment: run kickoff calls, configure integrations, deliver role-based training, and stand up office hours that turn new logos into power users in record time.
• • Create and continuously refine enablement assets—quick-start guides, video walkthroughs, best-practice playbooks, and FAQ repositories—so customers onboard themselves faster and CSMs can scale effortlessly.
• • Monitor product usage, adoption heatmaps, and health scores to spot churn risks and expansion whitespace early, then craft data-backed action plans that secure renewals and grow ARR.
• • Serve as the customer voice inside Neuroscale: synthesize every complaint, wish-list item, and “wouldn’t it be cool if…” into crisp, prioritized feedback that Engineering can ship in the next sprint.
• • Build a tight feedback loop from customer calls to product roadmap, ensuring that roadmap items with the highest revenue impact rise to the top and that customers feel heard at every step.
• • Track and report on customer health signals—feature adoption, NPS, renewal likelihood, and expansion pipeline—so leadership has real-time visibility into the state of the book of business.
• • Work hands-on with REST APIs, webhooks, SSO/SAML, SCIM, data mappings, and CSV workflows to configure integrations that feel native to each customer’s tech stack.
• • Coordinate with Engineering when deeper fixes are required, owning the Jira ticket, customer comms, and timeline so issues are resolved without drama.
• • Help define and evolve customer-success metrics as the company scales—from first demo to renewal—so every future CSM has a playbook that drives predictable growth.
• • Contribute to a zero-bureaucracy, high-trust culture where ownership, speed, and customer obsession are celebrated daily.