Technical Success Manager

Ushur delivers the world’s first Customer Experience Automation™ platform purpose-built for regulated industries. Designed to enable seamless self-service, Ushur infuses intelligence into digital experiences to create more delightful and impactful customer interactions. Backed by robust compliance-ready infrastructure and enterprise-grade guardrails, Ushur powers vertical AI Agents tailored for healthcare, financial services, and insurance. With rapid, codeless deployment and flexible capabilities for both IT and business teams, enterprises can transform customer and employee journeys at scale—achieving faster time-to-value and better outcomes.

The Technical Success Manager (TSM) role at Ushur combines deep technical acumen with strategic customer partnership. As Ushur continues to lead as an AI-native company, TSMs are the bridge between product expertise and customer success strategy, driving adoption, expansion, and advocacy for our most strategic customers. Unlike traditional CSMs, TSMs function as trusted technical advisors while also being relationship owners—operating at the intersection of solution engineering, delivery management, and customer success.

This is Ushur’s version of a GTM Engineer, designed to meet the needs of enterprises navigating a world where AI is rapidly reshaping SaaS. You’ll work closely with enterprise customers to map business processes to Ushur’s AI-powered capabilities, manage complex solution implementations, and ensure that customers derive maximum value from their investment.

• Strategic Customer Partnership
  • Act as the primary post-sales point of contact for assigned enterprise accounts.
  • Build and maintain executive-level relationships with customer sponsors, champions, and technical stakeholders.
  • Drive value realization and ensure positive business outcomes for customers, directly influencing retention and expansion.
  • Partner with Account Executives, Solution Engineers, and Product teams to create a seamless, unified customer journey.
• Technical Leadership & Solution Enablement
  • Map customer processes, data flows, and architectures to Ushur’s capabilities and platform data model.
  • Lead POCs, pilots, and solution delivery for strategic customers.
  • Act as the voice of technical authority during onboarding and expansion phases, collaborating closely with Product, Engineering, and Professional Services.
  • Provide hands-on guidance to customers on AI-powered workflows, automation design, and advanced configurations.
  • Translate customer requirements into scalable technical solutions and ensure alignment with enterprise architecture.
• Customer Advocacy & Value Realization
  • Monitor key success metrics and proactively recommend strategies to maximize ROI.
  • Drive adoption of new AI-powered product features and coach customer teams on best practices.
  • Partner with customers to co-create roadmaps that unlock incremental value, revenue growth, and expansion opportunities.
  • Act as the customer advocate internally, channeling feedback into Product, Engineering, and Executive teams to influence roadmap priorities.
• Enablement & Evangelism
  • Enable customer teams to self-serve through training, documentation, and workshops.
  • Lead executive business reviews, technical workshops, and innovation sessions showcasing Ushur’s AI-native capabilities.
  • Identify opportunities for customers to act as Ushur advocates via case studies, testimonials, or speaking engagements.

• 8–10 years of combined Customer Success, Solution Engineering, or Technical Delivery Management experience in SaaS companies (must have).
• 5+ years managing complex enterprise relationships with 7–8 figure annual contracts (must have).
• Strong background in technical implementation, workflow automation, or AI-powered SaaS solutions.
• Proven ability to work directly with VP and C-level executives across both business and IT.
• Expertise in managing cross-functional internal resources and orchestrating seamless execution across multiple projects.

• Prior experience as a Solution Engineer, Delivery Manager, or Technical Architect.
• Exposure to AI/ML-based platforms, automation…