TECHNICAL CUSTOMER SUCCESS MANAGER

## About the Role The Technical Customer Success Manager role at PACETEQ GmbH is a pivotal position that involves working closely with the world's most demanding teams, leagues, and rights holders to ensure they not only use the company's software but master it, depend on it, and win with it. This role requires a deep understanding of the customer's needs, the ability to build strong technical relationships, and a strategic approach to driving customer success. The successful candidate will be responsible for owning the full customer lifecycle, from onboarding to renewal, and will work closely with the Commercial department, Customer Support, Product, Sales, and Engineering teams.

The role is critical in ensuring that customers achieve their goals and that the company's software is used to its full potential. This involves running Quarterly Business Reviews (QBRs), driving product adoption, orchestrating complex technical rollouts, and turning insights from the field into product evolution. The Technical Customer Success Manager will be the strategic partner to the customer, providing guidance, support, and expertise to ensure that the customer achieves their objectives.

The company is at a pivotal moment, with AI breaking into every level of sport and redefining the competitive edge. The successful candidate will have the opportunity to work with the best teams across motorsport, cycling, athletics, and beyond, and will be responsible for directly influencing how teams perform, how decisions are made, and how organizations connect with their data.

## What You Will Do - Lead end-to-end onboarding and implementation for new customers, designing tailored training programs and success plans with clear KPIs and measurable ROI targets.

• Proactively monitor usage metrics, run regular health checks, and champion best practices to turn casual users into power users and advocates.
• Plan and facilitate strategic QBRs with technical and commercial stakeholders to demonstrate ROI, align on roadmap priorities, and identify expansion opportunities.
• Manage multi-phase deployments for large teams and organizations, acting as the technical quarterback during critical windows to ensure zero downtime and seamless integration.
• Channel customer feedback and feature requests directly into the product roadmap, participating in design and testing to ensure that real problems are solved for real teams.
• Build long-term partnerships with technical leaders and decision-makers, owning retention and renewals, nurturing expansion opportunities, and serving as a trusted advisor.
• Collaborate with the Sales team to identify and pursue new business opportunities, and work with the Product team to develop and launch new features and products.
• Develop and maintain a deep understanding of the customer's technical environment, including data platforms, APIs, cloud infrastructure, and integration workflows.
• Provide technical guidance and support to customers, including troubleshooting, configuration, and optimization of the company's software.

• Strong understanding of data platforms, APIs, cloud infrastructure, and integration workflows, with the ability to speak the language and navigate complex technical environments.
• Proven track record of driving adoption, retention, and expansion in technical or enterprise B2B accounts, with experience running QBRs, success planning, onboarding, and acting on adoption metrics.
• Exceptional communication and presentation skills, with high EQ and a consultative mindset, and the ability to listen first, diagnose thoroughly, and build trusted relationships.
• Background in professional sports, motorsport, or mission-critical technical operations is preferred, with the ability to thrive in time-critical, high-stakes environments.
• Proactive and strategic approach, with the ability to build long-term partnerships, drive customer success, and contribute to the development of the company's product roadmap.

• Knowledge of cloud-based technologies, including AWS, Azure, or Google Cloud, and experience with data analytics and visualization tools.
• Certification in customer success, sales, or marketing, with a strong understanding of the principles and best practices of customer success management.

• Opportunity to work with a cutting-edge technology company, with a strong focus on innovation and customer success.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.
• Professional development opportunities, including training, mentorship, and career advancement opportunities.
• Flexible working hours and remote work options, with the ability to work from anywhere and balance work and life responsibilities.
• Access to the latest technologies and tools, including data analytics and visualization software, and cloud-based infrastructure.
• Recognition and reward for outstanding performance, including bonuses, promotions, and other incentives.

- To stand out in this role, it's crucial to demonstrate a deep understanding of the customer's technical environment and the ability to build strong technical relationships.

• Highlight your experience with data platforms, APIs, cloud infrastructure, and integration workflows, and be prepared to provide specific examples of how you've applied this knowledge in previous roles.
• Develop a strong understanding of the company's product roadmap and the industry trends, and be prepared to contribute to the development of the product roadmap.
• Be prepared to provide examples of how you've driven customer success in previous roles, including metrics and outcomes, and be prepared to discuss your approach to building long-term partnerships.
• Consider obtaining certification in customer success, sales, or marketing to demonstrate your expertise and commitment to the field.
• Be prepared to discuss your experience working in a fast-paced, high-stakes environment, and highlight your ability to thrive in time-critical situations.