Technical Customer Success Manager

We are looking for a Technical Client Success Manager to join the Client Success Team and work with Hikru’s strategic ISV clients to build and maintain strong relationships while driving intentional growth. This is a client-facing role that requires strong relationship management capabilities and solid technical knowledge.

The Technical Client Success Manager will partner with strategic clients to support their technical and operational needs, proactively identify requirements, and align those needs with Hikru’s solutions. The role involves close collaboration with internal operational and professional services teams to ensure timely delivery of operational support and deployment activities.

This position acts as an advocate for clients within Hikru, while also educating clients on Hikru’s services and technical solutions. The role requires a hands-on, results-oriented profile with strong communication and problem-solving abilities.

Responsibilities:

• Manage a portfolio of strategic and growth-level client accounts to build long-term relationships and maximize the value of clients’ investment in Hikru’s solutions.
• Conduct regular client meetings to understand business needs and technical objectives, communicate progress, and act as a technical liaison between clients and internal teams.
• Drive revenue growth and client retention within the assigned portfolio.
• Understand and communicate the technical and business value roadmap of Hikru’s solutions in alignment with client needs.
• Act as an escalation point for clients, ensuring timely and proactive resolution of issues by engaging the appropriate teams.
• Identify risks that may impact client success and collaborate with internal teams to mitigate them.
• Monitor customer health by understanding Hikru’s solutions and maintaining client satisfaction.
• Advocate for clients across cross-functional teams, including architecture, professional services, sales, finance, and client support.
• Act as a technical expert to train and upskill cross-functional teammates in Azure.
• Provide technical advisory support to clients regarding Azure spend and optimization.
• Deliver environmental intelligence and documentation using Azure dashboards and workbooks.

Requirements:

• At least 4 years of client-facing experience in a services role, preferably within a SaaS or consulting environment.
• Strong understanding of cloud infrastructure technology, ideally Azure.
• Experience addressing and resolving client technical questions and inquiries.
• Strong project management capabilities.
• Ability to operate effectively in dynamic, fast-paced environments with ambiguity.
• AZ-900 certification preferred.

Location: Remote - Costa Rica

Skills required for this job:

• Cloud infrastructure
• Customer relationship management (CRM)
• Customer success
• Microsoft Azure
• Project management