Technical Customer Success Manager

Description:

About the Role

Driivz is looking for a Technical Customer Success Manager (Technical CSM) to own and develop relationships with strategic enterprise customers.

This role combines customer leadership, technical expertise, and business ownership. The Technical CSM will serve as a trusted advisor to customers, helping them maximize the value of the Driivz platform while ensuring successful adoption, integrations, and long-term growth.

The ideal candidate has experience managing large enterprise accounts and significant ARR, is comfortable working with APIs and complex SaaS platforms, and can translate technical concepts into clear business outcomes.

Key Responsibilities

Own the relationship with a portfolio of strategic enterprise customers, including large and complex accounts with significant ARR.

Act as the customer’s trusted advisor and primary point of contact, developing strong relationships with both business and technical stakeholders.

Understand each customer’s business objectives, technical environment, and success criteria and build plans to drive adoption and measurable value.

Lead regular customer engagements, including business reviews, technical reviews, roadmap discussions, and success planning.

Drive customer retention, satisfaction, adoption, and growth while proactively identifying risks and opportunities.

Develop a strong understanding of the Driivz platform, architecture, APIs, integrations, and technical capabilities.

Guide customers through technical discussions involving APIs, integrations, data flows, authentication, and third-party systems.

Partner with Product, R&D, Support, Operations, and other internal teams to manage technical challenges and ensure successful customer outcomes.

Lead and coordinate complex customer issues and escalations, ensuring clear communication, ownership, and follow-through.

Deliver technical and functional training to customers, enabling their teams to effectively use and manage the Driivz platform.

Identify knowledge gaps and create or improve training materials, best practices, and customer enablement processes.

Translate customer requirements and feedback into actionable input for Product and R&D.

Become a subject-matter expert on Driivz solutions and the broader EV charging ecosystem.

Qualifications:

Requirements

4+ years of experience in Customer Success, Technical Account Management, Solutions Consulting, or a similar customer-facing technical role within a SaaS or technology company.

Proven experience owning and developing large enterprise accounts and high-value ARR portfolios.

Strong customer orientation with the ability to build trusted relationships with technical, operational, and executive stakeholders.

Strong technical aptitude and experience working with REST APIs, integrations, and complex software platforms.

Ability to understand technical architecture and troubleshoot issues across multiple systems and stakeholders.

Experience leading customer meetings, technical discussions, workshops, and training sessions.

Excellent communication and presentation skills, with the ability to explain complex technical topics to both technical and non-technical audiences.

Strong ownership mentality and ability to independently manage multiple strategic customers, priorities, and escalations.

Experience collaborating with Product, Engineering/R&D, Support, Sales, and other cross-functional teams.