Technical Customer Success Manager

Rechat is building the next generation of enterprise real estate technology. The Technical Customer Success Manager will serve as a trusted technical partner for enterprise customers, ensuring they receive proactive technical guidance and support while driving product adoption and resolving complex challenges.

Responsibilities:

• Ensure the timely and successful delivery of Rechat solutions in alignment with customer needs and business objectives
• Drive product adoption and engagement by partnering with clients to develop and execute success strategies tailored to their goals
• Analyze client use cases and provide best-practice recommendations to optimize product usage, adoption, and return on investment
• Serve as a trusted advisor by understanding client workflows, integrations, and data at a technical level and translating business needs into product solutions
• Identify risks and opportunities through regular client check-ins and strategic business reviews to strengthen relationships and improve retention
• Monitor and report on the progress of all deliverables and initiatives, ensuring deadlines are met and client outcomes are achieved
• Ensure consistent execution and measurable success across all assigned accounts
• Serve as the first line of technical triage for client-reported issues — investigating and attempting to resolve before escalating
• Distinguish between user error, account/configuration issues, and genuine product bugs through hands-on investigation of the platform
• Reproduce reported issues directly in the product, documenting exact steps, environment/account details, and expected vs. actual behavior
• Use browser developer tools, API responses, and available logs to investigate and validate issues before escalating
• When escalation is necessary, submit clear, reproducible, well-documented tickets (steps to reproduce, screenshots, logs, affected accounts/records) so Engineering and TechOps can act without needing to go back and forth
• Maintain and contribute to an internal knowledge base of common issues, workarounds, and resolutions to speed up future triage
• Understand core integrations (MLS/IDX, CRM, email/calendar, e-signature, etc.) at a level sufficient to troubleshoot connectivity and data-sync issues
• Manage a high volume of inbound client requests, prioritizing and resolving what can be resolved directly, and coordinating internal resources for what can't
• Proactively anticipate customer needs and technical pain points based on usage patterns and product knowledge
• Perform other duties as assigned

Requirements:

• High school diploma or equivalent required
• Five or more years of relevant professional experience, or an equivalent combination of education and experience
• Strong understanding of SaaS platforms, CRM systems, marketing technology, or similar tools
• Demonstrated ability to troubleshoot software issues independently — comfortable digging into a problem before handing it off
• Comfort using tools like browser developer tools/console, Postman (or similar), and structured ticketing systems (e.g., Jira, Zendesk) to document and track issues
• Ability to read and interpret error messages, API responses, and logs well enough to describe a problem precisely
• Ability to quickly learn new products and stay current on new features and releases
• Comfortable discussing workflows, integrations, and data concepts with both technical and non-technical audiences
• Strong organizational skills with the ability to manage multiple accounts and priorities effectively
• Excellent written communication skills — able to write clear, precise, reproducible bug reports as well as consultative client-facing messaging
• Analytical, detail-oriented mindset with genuine curiosity about how the product works under the hood
• Outgoing, professional demeanor with the ability to build strong relationships and collaborate effectively across teams
• Bachelor's degree preferred
• Five or more years of experience in a SaaS Account Manager, Customer Success Manager, Technical Support, or similar client-facing technical role preferred
• Experience working in a fast-paced startup environment and the ability to adapt quickly to changing priorities strongly preferred
• Working familiarity with REST APIs, webhooks, or basic SQL is a strong plus
• Basic understanding of the real estate industry preferred; direct industry experience is a plus