Technical Customer Success Manager

At ReadMe, we’re committed to cultivating a diverse and inclusive workplace. We welcome people of all backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. We'd love to have you come join us here! ReadMe is open to hiring folks fully remote in the US, hybrid, or in-person at our San Francisco HQ or New York office.

The Technical CSM is a perfect role for someone who has some technical expertise, lives on the front line of the API industry, and wants to own the customer relationship at a fast-moving startup. Are you super organized, proactive, and like to quarterback your book of accounts? Do you have a knack for explaining technical concepts while also building relationships? Do you want to work closely with big-name companies to guide their implementation and ongoing optimization of their solution? If so, you‘re the person we’re looking for!

At ReadMe, the Sales team finds companies that we can solve problems for, and you take over from there. Your role is to oversee a swift and effective implementation, partner with the customer to have a successful first year, identify opportunities for growth and optimization, and make sure the right resources get tapped in to support whatever the customer needs to be successful with ReadMe. You’ll be the first point of contact, and will be able to answer front line technical questions as well as configuration and strategic best practices, but you’ll also be responsible for managing communications, projects, and tickets when the technicalities get more complex and require engineering, solutions architects, technical writers, or support. 

We're a small team of humans (and one owl) working together to do big things, and we’re growing. Since we’re a startup, you’ll have the opportunity to make a huge difference! You’ll have lots of opportunities and flexibility to make outsized improvements to ReadMe beyond your daily responsibilities. 

🦉 What we do 

ReadMe helps companies build beautiful, personalized, and interactive developer hubs. We love what we do because it’s so much more than just docs. We’re providing tools for teams to create and manage beautiful documentation with ease. Last year, we raised a Series A led by Accel, which we’re pretty excited about!

We've written on our blog in the past about how we interview, and feel free to browse our other blog posts as well if it strikes your fancy!

✅ What you’ll do here 

• Engage with our Sales team toward the end of the sales cycle to put together a product implementation plan for new customers. 

• Manage new Enterprise customer onboarding along with our Solutions Architects and Technical Writers to make sure customers succeed in creating amazing documentation with ReadMe.  

• Maintain customer relationships, and manage a book of enterprise accounts, prioritizing your time effectively so that customers get timely and useful responses and are able to make the most of their ReadMe platform.

• Identify opportunities for growth and areas for improvement, both for customers and for internal ReadMe processes and product builds.

• Advocate on behalf of enterprise customers to internal stakeholders, and identify and communicate customer health risks. 

• Oversee documentation of feature requests, bugs, and overall user experience to share internally with product and engineering teams.

• Act as an ongoing front line technical resource for enterprise customers, and manage communications, projects, and tasks when you need to tap in more technical members of the ReadMe team.

💙 You’ll love this job if you are…

• Excited about enabling the best possible API experience for thousands of companies, and even more users.

• Passionate about working with others—you’d be collaborating with lots of new customers, and our Sales, Product, Professional Services, Support and Enterprise Engineering teams! 

• An outstanding communicator, very organized, and able to manage multiple projects at once.

• Able to synthesize the scope of any project into an executable plan.

• Experienced in being a strong advocate for a diverse range of customers.

• Experienced in APIs, API users, and API documentation, and willing to become a technical expert in the ReadMe product and associated technologies like Git. It’s extra helpful if you’ve got some exposure to JS/HTML/CSS, SSO, OAS, Webhooks, custom authentication methods, and JWT. 

🌱 How you’ll grow  within one month

• Learn from people around the ReadMe org about our product and what it can do for customers!

• Get to know the sales team and understand how customers evaluate ReadMe.

• Start to develop relationships with your book of enterprise customers

• Get to know the other people you’ll be working with! This will include the heads of departments, Enterprise Engineers, and Solutions Architects.

• Collaborate with them and start to manage your book as well as new implementations.

🪴 Within three months, you’ll…

• Be comfortable owning your accounts, and maybe begin to put your own spin on managing implementations and ongoing relationships.

• Recommend areas of improvement in the product and processes you work with.

• Be advanced enough at using ReadMe to advise on front line technical questions before tapping in your other resources.

🌳 Within six months, you’ll

• Be performing to the KPIs of the role - time to implementation, NPS scores, NRR, etc. 

• Give cross-functional feedback on how to make the enterprise experience more delightful in the first 3 months of a customer onboarding. 

• Consult on how we can position our roadmap to maximize the enterprise experience in the long term.

🛣️ What’s the hiring process like?

1. We can’t wait to read your resume and (hopefully personality-filled) cover letter! Let us know what excites you about the role, and help us get to know you better!

2. If we think we might be a good fit for you, we’ll set up a phone chat with Aya Wilde, our Head of Solutions Engineering! She’ll tell you more about the role, and get a chance to hear about your experiences.

3. Next, we'll give you a short take-home assessment that you'll then go over on a call with Andrew Erdman, one of our Solutions Architects.

4. Then we’ll invite you to an "onsite" interview conducted over Zoom! We start with a 30-minute get-to-know-you with the Customer Experience and Sales teams so you can meet the people you’ll be working with, and then have you talk with people one on one in the afternoon.

5. We’ll let you know how things went within a week! If it still seems like a good fit all around, we’ll extend you an offer! If not, we will update you to let you know so you aren’t left hanging.

✨ Our benefits include…

• Unlimited PTO with a three-week minimum. 🏝

• Fully covered medical, dental, and vision insurance for you, and your dependents. 🩺

• A One Medical membership. 🧑‍⚕️

• A wellness stipend for therapy of up to $350 per month for up to 6 months. 😌

• A wellness stipend of up to $150 per month. 🏋️

• One-to-one donation matching of up to $1,000 per year. 💸

• Twelve weeks of paid parental leave after the birth or adoption of a child. 🐣

• Work from home office stipend of $500. 🖥️

• Three offsite retreats per year to get together with coworkers and plan for the quarter ahead. ✈️

• Take a look at our handbook for more information on our benefits! 📘

Not sure if you’d be the right fit? Apply anyway! We’d love to see your application.