Customer Success Manager

About Tech See: Tech See is a rapidly growing SaaS startup specializing in Multi-Sensory AI solutions for customer service and experience. Tech See has disrupted customer and field service industries by being the first to introduce remote visual support to the mass market, holding 8 patents in AI and augmented reality. Our innovative platform combines visual AI, LLMs, and AR to deliver tailored AI Assistants, creating interactive experiences that help companies provide top-tier support at a fraction of the cost.

Tech See’s multi-sensory generative AI can see, hear, and guide users with visual instructions delivered through a smartphone or PC.

We serve hundreds of customers, including Vodafone, Orange, Hitachi, and numerous Fortune 500 companies. Our AI, trained on massive datasets of customer interactions, recognizes patterns and identifies the best solutions to resolve issues efficiently. Backed by leading venture capital firms such as Salesforce Ventures, Telus, Scale Ventures, and Our Crowd, Tech See is rapidly expanding globally.

The Customer Success Manager at Tech See will manage strategic customer relationships, overseeing contracts, SLAs, adoption, and advocacy. The role involves driving high customer adoption and satisfaction, resolving technical challenges, analyzing customer usage data, and suggesting product improvements. The CSM will lead SaaS solution deployments, provide technical guidance, and propose integration design options. Building strong relationships with customers at all levels, the CSM will share industry knowledge and best practices to ensure customers achieve their business goals.

Partnering with Sales and Product teams for smooth implementation, they will also collaborate with Product leadership to optimize offerings.

• Manage all aspects of customer relationships, including implementations, adoption, integrations, SLAs, education, and advocacy.
• Serve as the focal point for key accounts, driving deployment plans to ensure positive business outcomes.
• Address customer challenges, resolve technical issues, and provide semi-dedicated technical guidance.
• Act as a trusted advisor, sharing industry knowledge, best practices, and insights to maximize customer value.
• Collaborate with the Account Manager to secure renewals and explore expansion opportunities.

• Lead the deployment of Tech See’s SaaS solutions, ensuring seamless onboarding and adoption.
• Conduct training sessions to empower customers with effective product utilization.
• Establish internal and client-facing communication plans to drive progress and update stakeholders.

• Analyze customer usage data, bug fixes, and product updates to identify optimization opportunities.
• Suggest upgrades, additional features, and best practices to enhance customer experience.
• Provide technical guidance on product adoption, integrations, and troubleshooting.
• Collaborate with Product leadership to enhance Tech See’s offerings based on real-world usage.

• Build strong relationships with customers at all levels, fostering long-term partnerships.
• Partner with Sales and Product teams to ensure smooth solution implementations.
• Establish a regular meeting cadence with stakeholders to maintain alignment and drive success.

• 4+ years of related experience in an enterprise SaaS company, preferably in the digital CX domain.
• Experience managing enterprise customer relationships, including telco, home security, and consumer electronics. Ensuring high satisfaction and retention.
• Bachelor's degree in computer science, social sciences, or equivalent experience.
• Experience in managing one's own time and balancing multiple customers simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment.
• Works effectively with sales executives, providing subject matter expertise to support opportunities.
• Ability to interact with technical resources and understand concepts such as Security, LDAP/Authentication, APIs & integrations, and Databases - advantage.
• Excellent oral and…