Scaled CSM – Technical

Scaled CSM – Technical

Requirements

• Experience in customer-facing technical roles and managing large customer bases
• Strong communication skills with the ability to explain technical concepts clearly
• Comfortable with prompt engineering and experience with AI/ML applications
• Strong eye for design and attention to detail – you’ll help customers transform their current docs experience into an enjoyable content management platform
• Experience with web development (HTML, CSS, JavaScript)
• Familiarity with Git workflows and version control concepts
• Understanding of API documentation and technical writing principles
• Experience working with customer data across multiple platforms
• Comfortable with product analytics tools
• Ability to create automation workflows across customer success tools

Responsibilities

• Build and optimize customer journeys for targeted communications and customer health tracking
• Analyze product usage data to identify patterns and create targeted success interventions
• Leverage data to align customer success efforts with sales activities and account information
• Develop technical onboarding materials including code examples and implementation guides
• Design automated workflows across our tech stack to scale your impact across our customer base
• Create and maintain technical documentation to support self-service success
• Host technical webinars and office hours on advanced features and implementation techniques
• Improve data-driven health scoring using product analytics and customer engagement metrics
• Identify expansion opportunities based on usage patterns and technical adoption signals
• Build reporting dashboards that provide visibility into scaled segment health and growth

Preferred Qualifications

• 3+ years in Customer Success or Technical Account Management
• Background in developer tooling, API products, or technical documentation