Technical Customer Success Manager, API

<h3>Accountabilities</h3><li>
<strong>Lead customer onboarding and implementation:</strong>Manage end-to-end onboarding for Media API customers, from initial kickoff and integration planning through testing, launch, and successful go-live.</li><li>
<strong>Guide API integrations:</strong>Help customers translate business requirements into effective technical workflows, providing practical guidance on REST APIs, authentication, endpoints, webhooks, and integration best practices.</li><li>
<strong>Troubleshoot technical challenges:</strong>Investigate API-related issues, identify root causes, recommend solutions, and coordinate with Product, Engineering, and Support teams when additional expertise is required.</li><li>
<strong>Manage customer relationships:</strong>Own a portfolio of API customers, primarily within the small-business customer segment, serving as their main point of contact throughout onboarding and the ongoing customer lifecycle.</li><li>
<strong>Drive adoption and retention:</strong>Monitor customer health, API usage, and integration performance to identify risks, remove adoption barriers, and help customers realize greater value from the platform.</li><li>
<strong>Support integration partners:</strong>Lead technical relationship management for partners using the Media API, coordinate partner launches, and maintain productive long-term relationships.</li><li>
<strong>Conduct customer reviews:</strong>Review business objectives, integration performance, adoption metrics, and opportunities for improvement to ensure solutions continue meeting customer needs.</li><li>
<strong>Represent the customer voice:</strong>Gather and communicate customer and partner feedback to Product and Engineering teams, advocating for enhancements that improve usability, reliability, and integration outcomes.</li><li>
<strong>Develop scalable resources:</strong>Create and maintain API documentation, onboarding guides, implementation playbooks, troubleshooting resources, and reusable enablement materials.</li><li>
<strong>Enable internal teams:</strong>Serve as a technical escalation point for Customer Success and Onboarding colleagues, help resolve complex integration challenges, and share API knowledge and troubleshooting best practices.</li><li>
<strong>Improve operational efficiency:</strong>Help reduce time to launch, meet onboarding timelines, minimize technical escalations, and establish repeatable processes that support customer success at scale.</li><h2>Requirements</h2><li>
<strong>Relevant professional experience:</strong>At least 2 years of experience in Customer Success, Implementation, Solutions Engineering, Technical Account Management, or a similar customer-facing technical role.</li><li>
<strong>API and integration knowledge:</strong>Hands-on experience with REST APIs, webhooks, authentication methods, and integration workflows.</li><li>
<strong>Technical troubleshooting:</strong>Ability to investigate technical issues, identify root causes, evaluate possible solutions, and communicate findings and next steps clearly.</li><li>
<strong>Customer communication:</strong>Strong written and verbal communication skills, with the ability to explain complex technical concepts in accessible, practical terms to both technical and non-technical stakeholders.</li><li>
<strong>Project management:</strong>Excellent organizational skills and the ability to manage multiple customer implementations, competing priorities, and onboarding deadlines simultaneously.</li><li>
<strong>Customer-centric mindset:</strong>Proactive, service-oriented, and relationship-focused, with strong critical thinking, problem-solving, and follow-through.</li><li>
<strong>Cross-functional collaboration:</strong>Ability to work effectively with Customer Success, Product, Engineering, Support, and other internal stakeholders to resolve issues and improve customer outcomes.</li><li>
<strong>Preferred technical support experience:</strong>Previous experience serving as a technical escalation point or helping teams navigate complex customer issues.</li><li>
<strong>Preferred SaaS experience:</strong>Familiarity with software-as-a-service products that include API functionality or third-party integrations.</li><li>
<strong>Documentation skills:</strong>Experience creating API documentation, technical guides, implementation resources, or troubleshooting instructions.</li><li>
<strong>Partner management:</strong>Experience supporting technology partners, integration providers, or other external stakeholders.</li><li>
<strong>Industry knowledge:</strong>Experience in real estate technology, online marketplaces, or media-related workflows is an advantage.</li><li>
<strong>Adaptability:</strong>A continuous-improvement mindset, curiosity, and the ability to learn new technologies quickly while balancing customer needs with technical constraints.</li><h2>Benefits</h2><li>
<strong>Competitive compensation:</strong>Hourly base pay ranging from $40.00 to $63.80 in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington State, and Washington, D.C. Rates may vary by location.</li><li>
<strong>Equity opportunities:</strong>Eligibility for equity awards based on factors such as experience, performance, and geographic location.</li><li>
<strong>Remote work flexibility:</strong>Work remotely from a location of your choice within the United States, subject to applicable location restrictions.</li><li>
<strong>Distributed work culture:</strong>A flexible working environment built around trust, collaboration, and clear communication.</li><li>
<strong>Career development:</strong>Opportunities to strengthen technical expertise, expand customer success capabilities, and contribute to product and process improvements.</li><li>
<strong>Cross-functional exposure:</strong>Work closely with Customer Success, Product, Engineering, and Support teams while helping shape the customer experience.</li><li>
<strong>Meaningful impact:</strong>Contribute to technology that supports real estate businesses and improves integration workflows for customers and partners.</li><li>
<strong>Inclusive workplace:</strong>Join an organization committed to equal employment opportunities and fostering an innovative, collaborative environment.</li><li>
<strong>Compensation compliance:</strong>Pay will meet applicable exempt-employee salary requirements in the state where the employee resides.</li>