Technical Customer Success Manager

We are looking for…

A passionate Technical Customer Success Manager (TCSM) to join our growing team! As a TCSM, you will play a pivotal role in ensuring our customers achieve their goals by providing remarkable technical support, onboarding, training and strategic guidance. You will be the bridge between our customers and our product and engineering teams, fostering a strong understanding of our product while tailoring solutions to meet each customer's unique needs.

On a typical day, you will...

  • Own the customer relationship throughout the entire lifecycle, from understanding their needs and challenges, through onboarding to ongoing success.
  • Provide prompt technical support to customers, troubleshooting issues and ensuring a smooth user experience.
  • Partner with product and engineering teams to translate customer feedback into actionable insights and product improvements.
  • Develop and deliver technical training and workshops to empower customers to leverage the full potential of the platform.
  • Proactively identify customer needs and recommend strategic solutions to drive product adoption and maximize customer value.
  • Monitor customer sentiment, satisfaction, and health while taking ownership of addressing any customer issues.
  • Collaborate with the Sales and Marketing teams to develop and deliver successful customer success stories and case studies.

You have……

  • Passion for Akooda’s mission to help organizations operate with excellence.
  • Demonstrated 3+ years as a Customer Success or Account Management role.
  • Deep understanding of B2B SaaS products and the customer journey.
  • Translated technical concepts into clear, concise, and actionable guidance.
  • Strong interpersonal skills, with the ability to build strong relationships.
  • Top-notch communication abilities, including delivering training and presentations. 

Would be a big plus if you…

  • Previously worked in a fast-paced, high-growth environment.
  • Empathize for users in our problem space.
  • Attain proficiency in cloud-based technologies a plus.
  • Sustain an internal drive for data and analytics.

What our culture looks like…

‍At Akooda, values aren’t just something we like to talk about, they’re something we live by, and are at the core of our staff, product, and service. We believe in creating a work environment where the standard is that each and everyone is:

  • Upfront: We champion openness and encourage sharing success as well as faults. ‍
  • Trustworthy: We don’t waste time on ego - everyone is given utmost respect from the get-go.
  • Effortless: We take ownership and initiative to lead challenges through hurdles.
  • Flexible: We pride ourselves on a creative and frugal approach to problem-solving.

Other perks of the trade…

  • Competitive compensation in equity and salary
  • Flexible, outcome-based culture with a hybrid work model.
  • Unlimited PTO and generous parental benefits to bond as a family

Why you should join us…

Akooda’s product consolidates organizational data (e.g. conversations, tickets, meetings, files, etc.) and answers employees’ questions about it. In order to provide a seamless experience, our engine utilizes cutting-edge Gen AI technology and is constantly developing and optimizing.

We take pride in being a non-hierarchical organization and our titles don’t matter; every one of our team members is expected to adopt a leadership mindset in everything they do. If you are passionate about what you do, enjoy moving fast and break things responsibly - let’s talk!

Akooda is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If this looks like you, send your CV to [email protected].

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