Senior Manager, Technical Customer Success
- Compensation
- Not disclosed
- Location
- New York, New York, United States
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Contract
- Experience
- 2+ years
- Category
- Customer success
- Posted
Skills
Must have
- 4-6+ years of experience in a technical, client-facing role, including experience with scripting (Python or JavaScript) and REST APIs.
- 1-2+ years of experience directly managing a technical or client-facing team.
- Experience overseeing a support queue or ticketing system (e.g., Intercom, Zendesk) at scale.
- Comfortable balancing hands-on technical problem-solving with people management.
Nice to have
- Experience working in SaaS.
- Experience managing contractor or vendor relationships.
- Exposure to Adobe InDesign or template automation.
- Exposure to generative AI / LLM-powered tools.
Full description
We are looking for a Senior Manager of Technical Customer Success to join our global Customer Success Org. The position is based out of our New York City office located near Bryant Park in Midtown Manhattan, and we're looking for local candidates who can join us in the office two days each week to collaborate with peers and build on our company culture.
About the Company
OpenAsset is the leading marketing platform for the Architecture, Construction, and Engineering industries, trusted by 1,000+ clients over 20 years. Our mission is to be the most innovative partner to AEC firms, delivering solutions that help win more projects. We recently announced a new AI-Proposal product, Shred, to continue this mission.
We're a diverse, collaborative, and fast-growing team of 100+ employees with offices in New York and London and a global client base. Backed by Marlin Equity Partners, we're passionate about creating an inclusive workplace where everyone feels valued and has a voice, and we actively hire from a diverse pool of candidates.
About the Role
The Senior Manager, Technical Client Success leads a team of Support Engineers (SEs) and Technical Customer Success Engineers (TCSEs) who serve as the technical backbone of the client journey. This role combines people leadership with operational ownership of the support queue and technical services delivery, ensuring the team resolves issues, delivers projects, and grows client relationships with consistency and quality.
You'll coach and develop a technical team, keep support and services operations running smoothly day to day, and act as the connective tissue between your team and the OpenAsset AI Center of Excellence (CoE) so that product feedback from the front lines reaches the people building the tools.
Key Responsibilities
Team Leadership & Development
- Provide line management for SEs and TCSEs, including hiring input, performance management, and career development.
- Run consistent 1:1s and feedback loops that help each team member grow their technical and client-facing skills.
- Lead team meetings, standups, and office hours that keep the team aligned and unblocked.
- Coach and support team members through complex or escalated client situations.
Support & Services Operations
- Day-to-day ownership of the support queue in Intercom, including ticket assignment, prioritization, and escalation
- Oversee technical project and implementation delivery across the client base, ensuring work is scoped clearly and completed on time
- Contractor relationship management, including onboarding, work allocation, and quality review