Technical Customer Success Manager

Summary

Join ReadMe as a Technical CSM and become the primary point of contact for enterprise customers, overseeing their successful implementation and ongoing optimization of our solution. You will manage customer relationships, identify growth opportunities, and act as a technical resource, collaborating with internal teams to ensure customer success. This role requires technical expertise in APIs and API documentation, strong communication skills, and the ability to manage multiple projects simultaneously. ReadMe offers a supportive and inclusive workplace with opportunities for growth and a comprehensive benefits package. We are open to fully remote, hybrid, or in-person work arrangements in the US.

Requirements

• Be excited about enabling the best possible API experience for thousands of companies, and even more users
• Be passionate about working with others—you’d be collaborating with lots of new customers, and our Sales, Product, Professional Services, Support and Enterprise Engineering teams!
• Be an outstanding communicator, very organized, and able to manage multiple projects at once
• Be able to synthesize the scope of any project into an executable plan
• Have experience in being a strong advocate for a diverse range of customers
• Have experience in APIs, API users, and API documentation, and be willing to become a technical expert in the ReadMe product and associated technologies like Git

Responsibilities

• Engage with our Sales team toward the end of the sales cycle to put together a product implementation plan for new customers
• Manage new Enterprise customer onboarding along with our Solutions Architects and Technical Writers to make sure customers succeed in creating amazing documentation with ReadMe
• Maintain customer relationships, and manage a book of enterprise accounts, prioritizing your time effectively so that customers get timely and useful responses and are able to make the most of their ReadMe platform
• Identify opportunities for growth and areas for improvement, both for customers and for internal ReadMe processes and product builds
• Advocate on behalf of enterprise customers to internal stakeholders, and identify and communicate customer health risks
• Oversee documentation of feature requests, bugs, and overall user experience to share internally with product and engineering teams
• Act as an ongoing front line technical resource for enterprise customers, and manage communications, projects, and tasks when you need to tap in more technical members of the ReadMe team

Preferred Qualifications

Have some exposure to JS/HTML/CSS, SSO, OAS, Webhooks, custom authentication methods, and JWT

Benefits

• Unlimited PTO with a three-week minimum
• Fully covered medical, dental, and vision insurance for you, and your dependents
• A One Medical membership
• A wellness stipend for therapy of up to $350 per month for up to 6 months
• A wellness stipend of up to $150 per month
• One-to-one donation matching of up to $1,000 per year
• Twelve weeks of paid parental leave after the birth or adoption of a child
• Work from home office stipend of $500
• Three offsite retreats per year to get together with coworkers and plan for the quarter ahead