Contract Customer Success Manager, Americas

Responsibilities:

• Triage and respond to customer tickets via email and Zoom
• Diagnose root causes which includes things like API docs, conditional-logic workflows and Liquid templates to name a few
• Identify complex issues and escalate to our technical support teams as appropriate

About You:

• Self-starter who dives into new technology and isn’t shy about asking well formed questions to get clarity
• Clear communicator who turns complex concepts into end-user friendly guidance
• Customer advocate who balances empathy with efficiency

Requirements:

• 2–3 years in Customer Success or Technical Account Management in SaaS or a Technical Support pro ready to transition into CS
• Comfortable communicating with customers via email and video calls
• Hands-off coding, you are not expect to read or write code, but you can ask the right questions to unblock customers and get them the appropriate resources