Technical Customer Success Manager, API
Remote • San Francisco • FullTime
Posted 3d ago
About the job
We are seeking a technically proficient Customer Success Manager to guide our API customers and help shape our support as the business expands. You will manage a portfolio of clients, understand their development goals, and assist them in transitioning from evaluation to production and wider adoption. In addition to managing your accounts, you will spearhead initiatives such as product and endpoint migrations, customer enablement, and communications for product updates and incidents. You will collaborate directly with customers building AI products and the engineers who develop the APIs they rely on. As an early team member, you will play a key role in defining our customer success programs and integrating customer insights into product development decisions.
Responsibilities
- Manage customer relationships throughout onboarding, adoption, retention, and expansion, building trust with developers, technical leaders, and business stakeholders.
- Understand each customer's use case, integration, and success criteria, helping them evaluate APIs, overcome adoption barriers, and establish a path to production.
- Utilize account and product usage data to identify declining adoption, technical risks, and growth opportunities, then collaborate with customers on specific next steps.
- Investigate technical questions using API documentation, sample requests, and usage data, coordinating with Engineering and Support on complex issues and keeping customers informed.
- Lead customer-facing programs like endpoint migrations, product rollouts, and enablement, defining milestones, coordinating internal owners, and tracking customer readiness.
- Manage customer communications for product changes, deprecations, and outages, partnering with technical teams for accurate updates and clear guidance.
- Develop and enhance the API customer success playbook, covering onboarding, account reviews, health signals, escalation paths, and sales-to-CS handoffs.
- Partner with Sales and account owners on renewals and expansion, leveraging adoption, consumption, and business outcomes to demonstrate value and identify risks.
- Integrate customer feedback into product planning and collaborate with Developer Relations and Support on documentation and enablement to address recurring needs.
Requirements
- 4+ years of experience in customer success, technical account management, solutions engineering, or a similar customer-facing role at a technology company.
- Technical fluency, including comfort with API documentation, making API requests, interpreting responses/errors, and discussing integration with developers.
- Proven track record of driving adoption, retention, or growth across a customer portfolio with demonstrated ownership.
- Experience creating or improving customer programs, playbooks, or cross-functional processes.
- Strong written and verbal communication skills, with the ability to clearly explain technical issues and communicate carefully during developing situations.
- Sound judgment in balancing account needs with strategic projects, prioritizing tasks, and advancing work independently.