Technical Customer Success Manager

About the role

We are seeking a Technical Customer Success Manager to lead client onboarding, implement support platforms and act as the main liaison between our clients and internal teams. The role blends customer success, support operations and light sales to ensure clients achieve measurable results with the tools we deploy.

Key responsibilities

• Lead onboarding sessions and configure platforms such as respond.io, Zoho Social, Zoho Desk, Zoho SalesIQ and WhatsApp Business API.
• Build and maintain strong client relationships through regular check‑ins, usage tracking and performance reviews.
• Analyse client service workflows, identify gaps and recommend improvements to response times, ticket handling and communication SOPs.
• Train client teams, create documentation, SOPs and video tutorials, and troubleshoot platform issues.
• Identify upsell opportunities, recommend additional tools and support client retention and account expansion.
• Maintain implementation documentation, develop repeatable onboarding processes and report client health metrics.

Required profile

• Minimum 3 years experience in Customer Success, Customer Service Management, Support Operations, Account Management or Technical Support.
• Proven ability to manage client relationships and drive adoption of SaaS tools.
• Strong communication skills and a customer‑focused mindset.

Required skills

• respond.io
• Zoho Social
• Zoho Desk
• Zoho SalesIQ
• WhatsApp Business API
• CRM and live‑chat support systems