Technical Customer Success Manager, AV/UC

Responsibilities

Manage a portfolio of customers and drive adoption, retention, and measurable value from Xyte.
Lead onboarding and implementation from kickoff through launch, including configuration, training, success criteria, and follow-up.
Serve as the primary customer contact and provide ongoing technical guidance, issue triage, and escalation management.
Apply hands-on knowledge of enterprise AV/UC systems, including Crestron programming environments, AV-over-IP networking, APIs, and cloud-connected devices, to guide implementations, troubleshoot customer issues, and collaborate with customer technical teams.
Build trusted relationships with customer administrators, technical teams, and business leaders.
Monitor customer health, adoption, risks, milestones, and open action items.
Help customers quantify outcomes such as reduced downtime, fewer support tickets, and fewer on-site dispatches.
Identify renewal risks and account expansion opportunities, then partner with Sales on upsell and cross-sell activity.
Work closely with Sales, Product, Engineering, and Support to resolve issues and meet customer needs.
Gather customer feedback and translate it into clear product and process recommendations.
Requirements
What you bring

2+ years in a customer-facing technical role, including Customer Success, Technical Support, solutions engineering, AV design, field engineering, or systems integration. B2B SaaS experience is preferred.
Strong technical aptitude and working knowledge of APIs, SaaS architecture, cloud platforms, networking, and connected-device technologies.
Ability to troubleshoot across AV devices, networks, cloud services, and APIs, then document a clear path to resolution.
Experience collaborating with customer IT teams, engineers, programmers, manufacturers, and vendors, and explaining technical concepts to varied audiences.
Experience creating technical documentation, standards, and repeatable support workflows.
Crestron programming experience and formal Crestron certification; certified Crestron programmers are strongly preferred. Certifications from Q-SYS, Extron, Dante, NETGEAR, Shure, or AVIXA are also valued.
Strong presentation and relationship-management skills, sound judgment, and the ability to build trust during challenging customer conversations.
Working familiarity with ChatGPT, Claude, or similar AI tools for research, troubleshooting, and problem-solving, including prompt refinement and output verification.
Ability to travel approximately 5-10% annually.
Ability to work from Xyte's Hoboken office four days per week.
Ability to work a flexible schedule when customer needs require it.
Preferred experience

Hands-on experience designing, commissioning, programming, or supporting enterprise AV/UC systems in boardrooms, divisible rooms, town halls, and collaboration spaces.
Knowledge of AV-over-IP and enterprise networking, including VLANs, multicast, IGMP, bandwidth planning, PoE, fiber, and multi-switch environments.
Hands-on familiarity with Crestron, Q-SYS, Extron, Dante, Shure, Biamp Tesira, NETGEAR AV, Microsoft Teams Rooms, or Zoom Rooms.
Experience with remote monitoring, secure remote access, and managed-service workflows for supporting deployed AV environments.