Technical Customer Success Manager

Role Overview: As a Customer Success Specialist at Troopr Labs, you will be responsible for managing customer success post-implementation, including onboarding, adoption, customer health monitoring, technical support, escalations, retention readiness, and ensuring ongoing value realization. This role does not involve sales targets but focuses on building strong relationships with customers and helping them effectively utilize the Enjo AI support automation platform. Key Responsibilities: - Conduct customer onboarding, implementation, and rollout activities. - Take ownership of day-to-day customer success, adoption, health, and engagement. - Establish and maintain strong relationships with customer stakeholders, acting as a trusted advisor. - Drive time-to-value and successful adoption of Enjo AI Agents. - Understand customer support workflows and translate them into effective Enjo usage. - Monitor customer usage, health, risks, adoption gaps, and sentiment. - Conduct customer check-ins, success reviews, and escalation follow-ups. - Provide first-level technical support and troubleshoot customer issues. - Collaborate with Product, Engineering, and Support teams to resolve customer issues promptly. - Identify expansion opportunities and share insights internally. - Contribute to customer success processes, onboarding playbooks, and operational enhancements. Qualifications Required: - 1-3 years of experience in Customer Success, Technical Account Management, Account Management, or similar SaaS customer-facing roles. - Experience managing enterprise customers in a B2B SaaS product company. - Strong technical acumen with SaaS products. - Ability to deeply understand workflows, integrations, configurations, and customer use cases. - Proficiency in troubleshooting customer issues and coordinating resolutions across teams. - Excellent written and verbal communication skills. - Customer-centric mindset with strong relationship management capabilities. - Experience working autonomously in a remote work environment. - Comfortable working US business hours/night shift. Company Details: Troopr Labs is a team of approximately 30 individuals dedicated to building AI products for modern enterprises. The company is bootstrapped and profitable, with its products being utilized by over 100,000 users at renowned companies such as Starbucks, Netflix, Snowflake, and Spotify. Enjo.ai, one of Troopr Labs' flagship products, is an AI-first support automation platform designed for employee and customer support, offering features like AI Agents, AI Answers, AI Ticketing, AI Actions, and enterprise-grade support workflows. Note: The additional company details have been included for context and a comprehensive understanding of Troopr Labs and its products. Role Overview: As a Customer Success Specialist at Troopr Labs, you will be responsible for managing customer success post-implementation, including onboarding, adoption, customer health monitoring, technical support, escalations, retention readiness, and ensuring ongoing value realization. This role does not involve sales targets but focuses on building strong relationships with customers and helping them effectively utilize the Enjo AI support automation platform. Key Responsibilities: - Conduct customer onboarding, implementation, and rollout activities. - Take ownership of day-to-day customer success, adoption, health, and engagement. - Establish and maintain strong relationships with customer stakeholders, acting as a trusted advisor. - Drive time-to-value and successful adoption of Enjo AI Agents. - Understand customer support workflows and translate them into effective Enjo usage. - Monitor customer usage, health, risks, adoption gaps, and sentiment. - Conduct customer check-ins, success reviews, and escalation follow-ups. - Provide first-level technical support and troubleshoot customer issues. - Collaborate with Product, Engineering, and Support teams to resolve customer issues promptly. - Identify expansion opportunities and share insights internally. - Contribute to customer success processes, onboarding playbooks, and operational enhancements. Qualifications Required: - 1-3 years of experience in Customer Success, Technical Account Management, Account Management, or similar SaaS customer-facing roles. - Experience managing enterprise customers in a B2B SaaS product company. - Strong technical acumen with SaaS products. - Ability to deeply understand workflows, integrations, configurations, and customer use cases. - Proficiency in troubleshooting customer issues and coordinating resolutions across teams. - Excellent written and verbal communication skills. - Customer-centric mindset with strong relationship management capabilities. - Experience working autonomously in a remote work environment. - Comfortable working US business hours/night shift. Company Details: Troopr Labs is a team of approximately 30 individuals dedicated to building AI products for modern enter