Founding Technical Customer Success Manager

Posted 4 days ago

collectwiseBrooklyn (NY)

Computer and Information Systems Managers Software Publishers

SENIORITY

Senior

SALARY

$150,000 to $200,000

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About the role

About Us: CollectWise is a fast growing and well funded Y Combinator-backed startup. We’re using generative AI to automate debt collection, a $35B market in the US alone. Our AI agents are already outperforming human collectors by 2X, and we’re doing so at a fraction of the cost. With a small team, we scaled to a $3M annualized revenue run rate in just over a year, and we’re now hiring a Founding Technical Customer Success Manager to help us reach $10M+ over the next year.

The Role: We’re looking for a Founding Technical Customer Success Manager to own customer relationships after launch and ensure customers are successful with Collect Wise. You’ll work at the intersection of customer success, engineering, and operations, managing customer communication, resolving technical issues, optimizing AI agents, supporting implementations, and identifying opportunities to expand accounts. This is a highly hands-on role. You should be comfortable working directly with customers, troubleshooting technical problems, working with code when needed, and collaborating with engineering on more complex issues. Your success will be measured by customer satisfaction, retention, product usage, account expansion, and customer performance.

Responsibilities:

Own day-to-day customer relationships after customers have gone live
Troubleshoot and resolve technical customer issues by adjusting configurations, shipping code when appropriate, and escalating to engineering when necessary
Monitor customer usage, performance, and trends to identify opportunities to improve results and increase adoption
Continuously optimize customer AI agents and workflows through prompt engineering
Upsell customers on additional products, use cases, and increased usage to expand revenue
Proactively engage customers when usage declines to reduce churn
Support new implementations and product rollouts for existing customers

Desired Qualifications:

3+ years of experience in technical customer success, solutions engineering, sales engineering, technical operations, product management, technical support, software engineering, or a similar role
Excellent written communication skills with a high level of responsiveness
Strong technical background with experience writing and debugging code and working with APIs, integrations, and data flows
Strong verbal communication and relationship-building skills
Strong attention to detail and ability to manage multiple customer issues and priorities simultaneously
Highly proactive with a strong sense of ownership
Commercial mindset with the ability to identify upsell and account expansion opportunities
Compensation$150,000 to $200,000 OTE, including a $130,000 to $160,000 base salary plus variable compensation tied to customer expansion and retention

Equity: 0.03% to 0.10%

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