Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Technical Account Manager
Serves as trusted technical advisor for enterprise customers post-deployment, resolving complex issues with APIs/integrations, monitoring account health, and driving adoption. Requires 4+ years in technical customer-facing roles, bachelor's in CS/engineering, and strong troubleshooting skills.
San Francisco, CANew York, NYCustomer SuccessOnsite4+ YOE
About the role
Responsibilities
- Serve as the primary post-deployment technical point of contact for enterprise customers
- Develop a deep understanding of each customer’s technical environment, workflows, and operational requirements
- Guide customers on advanced product usage, configuration, and best practices to support long-term adoption and value realization
- Monitor technical account health through usage patterns, deployment signals, and customer feedback, proactively identifying risks and opportunities
- Diagnose, triage, and resolve complex technical issues related to APIs, integrations, data flows, and platform behavior
- Partner closely with Product and Engineering to investigate escalations, communicate impact clearly, and drive timely resolution
- Build and maintain scalable technical resources, including documentation, playbooks, implementation guidance, and troubleshooting materials
- Act as a structured feedback channel between customer teams and Variance’s product organization, surfacing recurring themes, feature requests, and operational insights
- Support strategic customer engagements, including business reviews, adoption planning, and technical expansion discussions
Requirements
- 4+ years of experience in a Technical Account Manager, Solutions Engineer, Technical Customer Success, or similar customer-facing technical role
- 2+ years of experience supporting enterprise customers in a B2B SaaS environment, particularly in complex, multi-stakeholder accounts
- Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
- Demonstrated ability to understand complex system architectures and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders
- Strong troubleshooting and problem-solving skills, with a track record of managing sophisticated customer-facing technical issues through resolution
- Strong written and verbal communication skills, including the ability to document investigations, summarize technical issues, and produce high-quality customer-facing materials
- Comfort operating in a fast-paced, ambiguous environment with a high degree of ownership and cross-functional collaboration
- Strong alignment with Variance’s mission to build systems that protect people from fraud, scams, and abuse
Preferred
- Experience working with AI/ML products, workflow platforms, or decisioning systems
- Experience supporting customers in fraud, risk, trust and safety, identity, compliance, or financial services
- Strong SQL proficiency and comfort using data to investigate issues and guide customer recommendations
- Experience partnering closely with Product and Engineering on escalations, bug management, and roadmap feedback
- Experience creating repeatable technical enablement materials and customer success playbooks
- Familiarity with the expectations and operating standards of regulated or security-conscious enterprise customers
Benefits
- Platinum-level medical, dental, and vision insurance
- Unlimited PTO, sick leave, and parental leave
- Up to $100 per month in reimbursement for personal health and wellness expenses
- Free lunch and dinner
- 401(k) plan
Skills
APIsIntegrationsSQLAI/MLTroubleshootingSystem ArchitecturesData AnalysisDocumentationPlaybooksB2B SaaS
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