Technical Customer Success Manager bei Plivo

As a Technical Customer Success Manager, you will be the operational and technical owner for a portfolio of strategic customer accounts. You will: 1) Drive adoption, retention, and satisfaction KPIs like a CSM.2) Own technical KPIs - ensuring tickets, escalations, delivery performance, and service quality are handled effectively.3) Partner with Account Managers (who own revenue) while you focus on operational excellence, issue resolution, and proactive problem-solving.This is a high-visibility role where you will act as the voice of the customer, collaborating closely with internal engineering, product, and support teams to deliver an outstanding customer experience.

Key Responsibilities :

Manage 25–30 customer accounts, ensuring both adoption and technical success.

Conduct regular account health analysis and proactively identify improvement areas

Join customer calls alongside Account Managers to resolve operational or technical queries.

Personally own and resolve issues, becoming the customer’s trusted point of contact during your shift hours.

Review and oversee tickets to ensure timely, correct resolution by the Support team for tickets raised outside of your shift hours.

Debug and analyze issues (e.g., SMS delivery failures, API/XML troubleshooting) to recommend corrective actions.

Work closely with Account Managers on business alignment, while you drive operational/technical ownership.

Partner with Product and Engineering teams to escalate systemic issues and deliver solutions.

Mentor and guide support engineers to strengthen product knowledge and customer handling.

Create reports and presentations (Excel/Quicksight or similar tools) to share insights with customers and leadership.

Track and present account performance against key technical and success metrics.

Act as the voice of the customer within Plivo, ensuring their operational challenges and technical needs are addressed.

Build deep customer trust by balancing advocacy with proactive issue resolution.

Requirements :

4-8 years in Customer Success, Technical Account Management, or Support Engineering (preferably in SaaS / API-led environments).

Strong understanding of APIs, XML, and debugging techniques.

Familiarity with CPaaS or SaaS products is a plus.

Excellent communication and stakeholder management across business and technical levels.

Analytical mindset to identify root causes and recommend solutions.

Comfortable with Excel, reporting tools and ticketing systems.

Proactive, ownership-driven, and able to thrive in a fast-paced SaaS environment.

Ability to work cross-functionally with Account Managers, Product, Engineering, and Support teams.

Why Join Plivo?

Be part of a new, high-impact charter that redefines customer-facing roles.

Own both customer success and technical KPIs, making this a unique, career-defining role.

Work with global customers across industries and regions.

Join a lean, agile team where your impact is direct and visible.

A culture that values ownership, innovation, and continuous growth.

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