Technical Customer Success Manager

Hi! I'm Paula, the Head of Customer Success at Modash. I'm looking for a Technical Customer Success Manager to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know. Background & reason for hiringCustomer Success has been one of the most important functions at Modash since the beginning. Our value Customers and Creators First guides the team every day. We’re hiring a new Technical CSM based in Europe so every customer gets the attention and support they deserve as we grow. We already have two CSMs in Europe: Maris (platform CSM) and Georg (Technical CSM). We also have three other CSMs in Canada. You’ll join a tight-knit CS team that takes ownership seriously and cares about the people we work with. Scope of the role & what you'll actually doYour job is simple to explain and hard to do well: be a partner to our customers as they build their own product on top of our creator data. You’ll own the entire journey for our API customers: from onboarding and adoption to expansion and long-term growth. You’ll help them integrate, innovate, and scale with Modash.

1. Own your portfolio of accountsYou'll manage a portfolio of customers, who have purchased one or both of our APIs. Success in this role is measured mainly through Net Revenue Retention (NRR) across your portfolio, and the day-to-day work that drives it (adoption, success plans, and renewals). For each account, you'll: • Build and maintain a clear success plan (goals, next steps, check-ins) • Run regular calls (mostly European time zones) • Help customers use the right endpoints for their use case • Help customers find new ways to use Modash data • Help troubleshoot technical issues • Own the expansion end-to-end, from spotting the need to closing the upgrade • Own renewals and coordinate invoicing with Finance • Keep your portfolio organized: clear recaps after every interaction and keep Vitally up to date

2. Onboard new customersAs soon as a customer buys Modash and is handed over from Sales, you're their first real partner at Modash. You'll: • Run a strong Sales → CS handover and agree on goals for the next 30–90 days • Run onboarding calls with a clear integration plan (milestones and owners) • Review their first integration before they go live (payloads, pagination, retries) • Help them get to first value fast • Send a clear recap with next steps, owners, and dates

3. Collaborate with Product, Sales, Support and MarketingYou're the voice of the customer internally. That means: • You’re the main bridge between customers and Product. You’ll bring customer problems to Product in a clear way, and help shape what we build next. • You’ll connect the right customers to Product for deeper discovery, feature testing, and early feedback. • You’ll coordinate with Sales on handovers and expansion opportunities. • Work with Support and Engineering to resolve technical issues • You’ll work closely with Marketing to build customer-facing resources (guides, webinars, templates) and make sure customers engage with them.

The tools you'll use• Vitally → our Customer Success CRM and source of truth for all accounts • Notion → our internal knowledge base for everything Modash • Intercom → customer support, newsletters, and in-app communication • Stripe → subscriptions, payments, and invoices • FullStory → session recordings for debugging and understanding customer behavior • Calendly → scheduling customer calls

Required skills and experience• You have 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role supporting technical customers. • You’re comfortable discussing APIs, integrations, and data flows. You might not code, but you understand how systems connect and love learning how things work. • You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actually helpful. • You’re organized and good at follow-through. You can manage a lot of accounts at once without things slipping. • You think ahead and build a plan with customers, instead of only reacting when something goes wrong. • You learn quickly and can become a Modash product expert fast. • Your English is strong, both written and spoken. • You take ownership. When you hit a roadblock, you keep going and find a way forward. • You’re comfortable working in a startup environment where things move fast and change.

Nice-to-haves• Experience working with creator data or in creator marketing • Experience with common CS and billing tools (for example: Vitally, Intercom, and Stripe). • Some coding experience (for example: writing small scripts, reading code, or using SQL)

What we're offering• Flexible working hours. We trust you to do your job, without anyone looking over your shoulder. • Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life. • Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works. • Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill – we'll cover it. • Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.