Technical Customer Success Manager, API

Responsibilities

• Own customer relationships across onboarding, adoption, retention, and expansion.
• Understand customer use cases, integrations, and success criteria; help evaluate APIs, resolve adoption barriers, and establish paths to production.
• Use account and product usage data to identify declining adoption, technical risks, and growth opportunities.
• Investigate technical questions using API documentation, sample requests, and usage data; coordinate with Engineering and Support on deeper issues.
• Lead customer-facing programs including endpoint migrations, product rollouts, and enablement.
• Manage communications for product changes, deprecations, and outages.
• Build and improve the API customer success playbook, including onboarding, account reviews, health signals, escalation paths, and sales-to-CS handoffs.
• Partner with Sales and account owners on renewals and expansion.
• Bring customer feedback into product planning and collaborate on documentation and enablement.

Requirements

• 4+ years of experience in customer success, technical account management, solutions engineering, or a related customer-facing technology role.
• Technical fluency with API documentation, API requests, responses, errors, and integration discussions with developers.
• Demonstrated ownership of adoption, retention, or growth across a customer portfolio.
• Experience creating or improving customer programs, playbooks, or cross-functional processes.
• Strong written and verbal communication skills.
• Sound judgment, prioritization, and ability to work independently.

Nice-to-haves

• Experience with APIs, developer tools, cloud infrastructure, or usage-based products.
• Familiarity with AI applications, search, retrieval, or agents, including quality, latency, and cost evaluation.
• Working knowledge of Python or SQL for issue reproduction, usage analysis, or automation.