Technical Customer Success Manager
Own technical customer success for Mux’s largest accounts by guiding complex video implementations, resolving escalations, and driving adoption, retention, and expansion. The role requires 5+ years in technical customer success or an equivalent SaaS position, strong software and cloud knowledge, and excellent communication skills.
About the job
Responsibilities
- Serve as a strategic partner to Mux’s customer base, owning onboarding, customer success, long-term retention, and revenue growth.
- Provide proactive guidance for complex video workflows and help developers solve deep technical problems.
- Host technical discovery sessions to understand customer use cases.
- Manage support escalations and coordinate with Product and Engineering on resolutions.
- Understand each client’s architecture, workflow, and use case to recommend implementation best practices.
- Anticipate customer challenges, track support tickets, identify solutions, and suggest workarounds.
- Represent the customer in internal discussions and influence roadmap prioritization.
- Advise clients on company goals, product aspirations, feature releases, and Mux adoption.
- Identify new teams, departments, and applications within existing accounts to introduce additional Mux use cases.
Requirements
- 5+ years of experience in a Technical Customer Success Manager or equivalent role at a SaaS technology company focused on customer satisfaction, adoption, and retention.
- BA/BS degree in Computer Science, Computer Engineering, or a related field, or completion of a coding bootcamp.
- Strong technical knowledge of software, web/mobile, and cloud technologies.
- Hands-on coding experience is a plus.
- Excellent written and verbal communication skills.
- Personable presence and a customer-first attitude.
Benefits
UK Benefits
- 25 days of annual leave plus 8 public holidays.
- Weekly no-meeting days and quarterly focus weeks.
- Private medical and dental insurance, plus a vision stipend, including fertility coverage.
- Short-term and long-term disability insurance.
- Group life assurance.
- Travel accident insurance.
- Matched pension.
- Paid parental leave.
- Professional development program.
- Team social events.
- Lunch, cafe, and ancillary equipment reimbursements.
U.S. Benefits
- Flexible vacation and 11 company holidays.
- Weekly no-meeting days and quarterly focus weeks.
- Competitive health, dental, and vision insurance, including fertility coverage.
- FSA and HSA options.
- Short-term and long-term disability insurance.
- Group life insurance.
- Travel accident insurance.
- 401(k).
- Paid parental leave.
- Professional development program.
- Lunch, internet, and ancillary equipment reimbursements.
Skills
SaaS, Video Workflows, Software Architecture, Web Technologies, Mobile Technologies, Cloud Technologies, Coding, Support Escalations, Technical Discovery, Customer Success
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