Technical Customer Success Manager

Agiloft is a global leader in data-first contract lifecycle management (CLM) software, helping organizations manage their contract processes. The Technical Customer Success Manager role involves working directly with enterprise customers to identify opportunities and implement AI-enabled solutions, ensuring customer value delivery through effective deployment and optimization of workflows.

Responsibilities:

• Partner directly with enterprise customers to identify opportunities and unmet needs, and quickly translate loosely defined requirements into actionable, working solutions within the product
• Co-develop business and technical requirements with solution pattern domains
• Configure and deploy AI-enabled workflows using Agiloft Screens and PromptLab
• Translate real-world use cases (e.g., regulatory review, contract analysis, automation needs) into implemented solutions
• Diagnose and resolve workflow, configuration, and integration challenges
• Determine when to guide customers through solutions versus directly implementing on their behalf to accelerate outcomes
• Tune prompts and evaluate model outputs for reliability and consistency
• Embed AI capabilities directly into operational workflows
• Validate and refine AI-driven outputs to meet business requirements
• Define activation success criteria and usage metrics for each deployment
• Optimize workflows to increase sustained, repeatable usage
• Partner with CSMs to convert initial deployments into habit-forming workflows
• Ensure AI implementations translate into business outcomes customers value
• Act as a technical execution partner within Customer Success Manager-led activation strategies
• Train customer administrators and superusers
• Document implementation patterns and best practices
• Provide consistent product feedback based on real-world deployments
• Collaborate closely with Customer Success, Professional Services, and Product teams
• Contribute to development of repeatable AI activation patterns and playbooks
• Identify opportunities to standardize and scale successful implementations
• Provide feedback on when FDE vs CSM vs Professional Services should engage
• Surface common blockers and inform Product and Enablement teams
• Other duties as assigned

Requirements:

• Strong client-facing communication skills — able to engage both technical and business stakeholders
• 3–6 years of experience implementing or configuring enterprise SaaS platforms
• Experience working with LLM tooling and prompt engineering in applied environments
• API and integration experience in production environments
• Ability to translate business requirements into technical architecture
• Comfortable working independently in a fully remote environment
• Working knowledge of Python or another commonly used programming language
• Familiarity with RAG (Retrieval-Augmented Generation) architectures
• Experience integrating SaaS platforms with CRM, ERP, or document management systems
• Experience with workflow automation or process automation platforms; legal tech and CLM experience are a plus
• Experience in regulated industries
• Exposure to change management frameworks
• Experience designing or implementing enterprise integrations is highly valued