Technical Success Manager

Job Description
Job Overview

The Technical Success Manager (TSM) plays a critical role in ensuring customers achieve measurable success with the iCIMS Talent Cloud and related integrations. Acting as both a trusted technical advisor and customer advocate, the TSM drives platform adoption, optimizes configuration, and enables ongoing success through proactive engagement, education, and cross-functional collaboration. The TSM partners closely with Account Managers, Support, Product, and Community teams to deliver an exceptional customer experience and help customers realize the full value of their iCIMS investment.

About Us

ICIMS is a leading enterprise hiring platform that combines the scale and reliability of enterprise software with the transformative power of AI. Thousands of organizations across more than 200 countries and territories trust ICIMS to find and hire the people who shape their future and drive their business forward. Powered by insights from billions of hiring interactions, continuous AI innovation, and a highly extensible platform, ICIMS helps organizations turn talent acquisition into a competitive advantage. For more than 25 years, ICIMS has delivered end-to-end hiring solutions that improve recruiting efficiency, reduce costs and create exceptional candidate experiences.

ICIMS helps solve one of the biggest challenges businesses face today: building a workforce that can adapt, scale, and perform in an increasingly competitive and unpredictable talent market. We uniquely do that by combining enterprise-grade hiring technology, AI-powered insights and automation, and connected talent experiences to help organizations improve hiring outcomes while driving measurable impact.

Responsibilities

Own and maintain the Success Plan for assigned customers, aligning technical milestones and success metrics with strategic business outcomes.

Lead Outcome Reviews (QBRs) to demonstrate ROI, value realization, and alignment with evolving customer goals.

Perform Adoption Audits to assess product utilization, identify areas for optimization, and recommend best practices.

Monitor account health and execute Risk Mitigation and Call to Actions (CTAs) for at-risk customers.

Partner with the Account Manager (AM) on broader account planning and activity tracking to ensure consistent communication and unified customer management.

Provide guidance on iCIMS integrations, including HRIS connections, APIs, and third-party application integrations.

Communicate product roadmap releases and enhancements, ensuring customers understand new capabilities and their potential impact.

Facilitate Product Engagement Requests (e.g., participation in beta programs or advisory boards) and deliver tailored enablement sessions.

Contribute Product Feedback through AHA or internal feedback channels, collaborating with Product Management to advocate for customer-driven improvements.

Partner with Community and Training teams to deliver targeted Customer Education and promote self-service resources.

Serve as the customer’s technical advocate in product or support escalations, coordinating closely with Support and Product.

Collaborate with Account Managers and cross-functional partners to ensure technical and strategic alignment on customer accounts.

Maintain accurate activity tracking in CRM and customer success platforms to ensure visibility across Customer Success, Product, and Support teams.

Provide insights on common technical challenges or adoption blockers to inform enablement content and product roadmap planning.

Qualifications

2-5 years in a technical customer-facing role within SaaS, preferably HR Tech (ATS, HCM, or HRIS).

Strong understanding of SaaS architectures, APIs, data integrations, and cloud technologies (e.g., REST APIs, SSO, SFTP, etc.).

Experience supporting enterprise clients with complex technical ecosystems.

Proven ability to translate technical detail into business value for HR and IT stakeholders.

Familiarity with iCIMS or comparable HR systems.

Experience using CRM and customer success tools (Salesforce, Gainsight etc.)

Customer-obsessed with a proactive, consultative mindset.

Strong problem-solving and analytical skills with attention to detail.

Excellent communication and stakeholder management abilities, across both technical and business audiences.

Collaborative, curious, and adaptable in a fast-paced SaaS environment.