Technical Customer Success Manager

AllVoices is a company that helps People teams manage employee relations with more consistency and less manual effort. They are seeking a Technical Customer Success Manager who will serve as the technical point of contact for accounts, handling data queries and API troubleshooting while also managing customer relationships and driving adoption strategies.

Responsibilities:

• Serve as the technical point of contact for your accounts, handling data queries, API/integration troubleshooting, and JSON-based configuration support independently and with confidence
• Guide customers through API implementations, including authentication, data mapping, and error handling
• Work with customer data structures (HRIS, case management, etc.) to ensure clean ingestion and reporting accuracy
• Diagnose complex issues across systems, logs, and data flows — not just UI-level problems
• Partner with customer IT teams on security, data governance, and integration best practices
• Act as a credible technical voice in customer conversations, able to engage meaningfully with both HR practitioners and IT or systems administrators
• Develop deep, working knowledge of AllVoices' product capabilities, configurations, and underlying logic — enabling you to independently diagnose issues, answer complex customer questions, and resolve problems directly with the customer
• Full lifecycle ownership of an Enterprise book of business — renewals, expansions, upsells, risk mitigation, and ongoing value delivery
• Build deep, multi-threaded relationships across customer organizations, from day-to-day HR practitioners to executive sponsors
• Develop a thorough understanding of each customer's business practices, HR workflows, and organizational structure, to drive tailored success plans
• Partner closely with Product & Engineering to synthesize customer feedback into actionable insights, advocate for high-impact gaps, and influence roadmap prioritization based on demonstrated customer value
• Drive adoption strategy across accounts, identifying underutilized capabilities and building targeted enablement plans to accelerate time-to-value
• Monitor customer health signals proactively, intervening early with structured success plans before issues escalate to risk

Requirements:

• 4+ years in a Technical Customer Success or Technical Account Management role at a B2B SaaS company
• Proven ability to build trusted relationships with stakeholders of varying levels
• Strong hands-on experience with APIs (REST, GraphQL), JSON payloads, and debugging integrations
• Working knowledge of SQL for querying and validating customer data
• Ability to read logs, inspect API responses, and diagnose issues across systems
• Demonstrated use of AI tools in a professional context, with a forward-leaning perspective on how AI can improve customer engagement and operational efficiency
• Exceptional communication skills across audiences: you can translate technical concepts for HR practitioners and business priorities for IT teams
• High degree of accountability and revenue ownership
• Experience in HR tech or working with HR practitioners and people operations teams
• Familiarity with HRIS systems, HR workflows, or compliance environments
• Experience with CS Operations, process design, or driving efficiency improvements within a Customer Success organization