Technical Customer Success Manager (Creator Economy) - Global Remote | SaaS

About the Role

The role requires a deep understanding of technical customer success, as well as the ability to navigate complex platform configurations and integrations. You will be working in a fast-paced environment, where speed and agility are essential. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to communicate complex technical concepts to non-technical stakeholders.

As a Technical Customer Success Manager at Passion.io, you will be part of a high-growth team that is passionate about empowering creators to build and scale their apps. You will have the opportunity to work with a talented team of professionals who are dedicated to delivering exceptional customer experiences.

What You Will Do

• Manage a portfolio of 45 creators, providing technical guidance and support throughout the build, QA, and optimization process
• Troubleshoot complex platform configurations and integrations, identifying and resolving technical issues
• Review and optimize backend setup to support scale, ensuring that creators' apps are stable and performant
• Diagnose root causes behind feature friction, working closely with the product team to identify and resolve issues
• Guide creators through technical implementation decisions, providing expert advice and support
• Partner with the product team to identify and prioritize technical requirements, ensuring that the platform meets the needs of creators
• Develop and maintain technical documentation, including implementation playbooks and troubleshooting guides
• Collaborate with cross-functional teams, including product, engineering, and customer support, to ensure a seamless customer experience
• Analyze crash logs and performance signals, identifying areas for improvement and optimizing the platform for better performance
• Validate new feature releases, ensuring that they meet the needs of creators and are free from technical issues

What We Are Looking For

• At least 2+ years of experience in Technical Customer Success, Solutions, or SaaS implementation roles
• Strong technical background, with experience working with APIs, automation logic, and backend setup
• Excellent problem-solving skills, with the ability to diagnose and resolve complex technical issues
• Experience working with no-code/low-code ecosystems, including provisioning profiles, certificates, and metadata
• Strong written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders
• Experience working in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously
• Strong analytical and problem-solving skills, with the ability to analyze data and identify trends
• Experience working with Apple App Store and Google Play submissions, including review and optimization of metadata and performance

Nice to Have

• Experience working with AI-powered features and machine learning algorithms
• Knowledge of backend logic and programming languages, such as Java or Python
• Experience working with agile development methodologies, including Scrum and Kanban
• Certification in technical customer success or a related field
• Experience working with remote teams and collaborating with cross-functional teams

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a fast-growing company in the creator economy
• Collaborative and dynamic work environment, with a team of talented professionals
• Flexible working hours and remote work options
• Professional development opportunities, including training and certification programs
• Access to the latest technologies and tools, including APIs and automation logic
• Competitive equity package, with the opportunity to own a part of the company
• Comprehensive health and wellness package, including medical, dental, and vision insurance
• Generous PTO and vacation package, with the opportunity to recharge and relax

• Tip: Highlight your experience working with APIs, automation logic, and backend setup, as these are critical skills for this role.
• Tip: Emphasize your problem-solving skills, including your ability to diagnose and resolve complex technical issues.
• Tip: Showcase your knowledge of no-code/low-code ecosystems, including provisioning profiles, certificates, and metadata.
• Tip: Prepare examples of your experience working with cross-functional teams, including product, engineering, and customer support.
• Tip: Be prepared to discuss your experience with Apple App Store and Google Play submissions, including review and optimization of metadata and performance.
• Tip: Highlight your ability to communicate complex technical concepts to non-technical stakeholders, including creators and product teams.
• Tip: Research the company and the creator economy, including trends and challenges, to demonstrate your interest and knowledge of the space.