Technical Customer Success Manager (TCSM) - Remote

Overview

The Technical Customer Success Manager (TCSM) plays a critical role in driving platform adoption and ensuring client satisfaction. By delivering tailored training, facilitating seamless onboarding, and providing actionable support, the TCSM ensures client sites fully realize the value of the Protex platform.

In Short

• Build and maintain advanced knowledge of Protex’s product features and capabilities.
• Address platform usage questions and configure in-app settings.
• Monitor system usage trends and performance metrics.
• Own the onboarding and enablement processes for client sites.
• Track site-level adoption rates and usage patterns.
• Serve as the primary point of contact for assigned sites.
• Conduct regular check-ins with site stakeholders.
• Leverage a commercial mindset to identify opportunities for expansion.
• Partner closely with Marketing to showcase successful client outcomes.
• Willingness to travel to client sites as necessary.

Requirements

• Minimum of 5 years in client success or technical account management.
• Strong grasp of SaaS architecture and technical problem-solving.
• Proven ability to lead complex projects.
• Ability to think critically and creatively with a commercial mindset.
• Approachable and energetic dynamic presence.
• Skilled in navigating evolving client needs.

Benefits

• Inclusive and equal opportunities employer.
• Commitment to creating an equitable workplace.