Customer Success Manager (Technical)

<b>Description</b><br><p class="tourial-last-focused">As a Technical Customer Success Manager at Insycle, you’ll own customer outcomes—from thoughtful onboarding to ongoing adoption, renewals, and advocacy. You’ll create clarity from ambiguity, improve processes, and proactively guide customers to value. You’ll collaborate tightly with Product, Support, and Sales to make working with data feel easy, fun, and not scary.</p><br> <b>Company Overview</b><br><p>At Insycle, our mission is to make it easy to manage and work with data.</p><p><br></p><p>Insycle – a modern platform to organize, cleanse, and manage CRM data – is a beloved SaaS product used by thousands of users from more than 80 countries. Product overview video: <a href="https://www.insycle.com/" target="_blank" rel="noopener noreferrer">https://www.insycle.com/</a></p><p><br></p><p>We’re headquartered in New York City.</p><br> <b>Requirements</b><br><p>✅ You’re a Fit If You…</p><ul><li>Are a self-starter with a bias to action—you see what’s needed, take ownership, and create improvements without being asked.</li><li>Are hungry to improve processes and move the company forward; you notice patterns, propose scalable fixes, and follow through.</li><li>Are curious but intentional—you ask great questions, form hypotheses, test quickly, and measure impact.</li><li>Have 3+ years in Customer Success, onboarding, solutions consulting, or a similar technical, customer-facing role at a SaaS company.</li><li>Communicate clearly across chat, email, and Zoom; you can translate complex topics into simple, friendly guidance and are comfortable communicating with various stakeholders.</li><li>Are highly technical, with the ability to learn quickly and become a product expert.</li><li>Are comfortable with CRMs and data workflows (HubSpot or Salesforce), and you can troubleshoot technical issues.</li><li>Enjoy collaborating, stay positive and energetic under pressure, and embody being helpful in every interaction.</li><li>Align with our mission: make working with data easy, fun, and not scary.</li></ul><p>🚫 This Role Isn’t for You If…</p><ul><li>You prefer to work strictly from a script or only handle basic questions.</li><li>Ambiguity drains you, or you hesitate to wear different hats in a fast-moving startup.</li><li>You resist adopting new processes.</li><li>You wait for direction rather than proactively identifying problems and proposing solutions.</li><li>You're uncomfortable asking customers questions and providing strategic guidances.</li></ul><p><strong>🛠 Tools We Use</strong></p><ul><li><strong>HubSpot</strong> (CRM), <strong>Salesforce</strong> (familiarity a plus)</li><li><strong>Intercom</strong> (live chat)</li><li><strong>Zoom</strong> (training, onboarding, QBRs)</li><li><strong>Slack</strong> (collaboration)</li><li><strong>Loom</strong>, docs, and templates for training and documentation</li><li><strong>AI-powered tools</strong> (like ChatGPT) to accelerate quality support and success work</li></ul><br> <b>What You’ll Do</b><br><p><strong><em>Customer Outcomes &amp; Adoption</em></strong></p><ul><li>Own a book of business: drive time-to-value, ongoing adoption, and measurable outcomes.</li><li>Run QBRs/EBRs and strategic customer meetings; translate insights into action plans.</li><li>Identify areas to add value to customers by uncovering new use cases and championing best practices</li></ul><p><strong><em>Onboarding</em></strong></p><ul><li>Lead onboarding for new enterprise customers—tailor plans to goals, data complexity, and timelines.</li><li>Implement and provide feedback about onboarding processes (playbooks, templates, checkpoints).</li></ul><p><strong><em>Training, Enablement &amp; Advocacy</em></strong></p><ul><li>Deliver trainings that feel helpful, positive, and energetic.</li><li>Create concise how-tos, guides, and videos that make complex topics simple.</li><li>Turn successful customers into references and advocates (reviews, case studies).</li></ul><p><strong><em>Insights &amp; Process Improvement</em></strong></p><ul><li>Spot patterns in questions and friction points; drive process and product improvements.</li><li>Partner with internal teams to help prioritize fixes that unlock customer value.</li><li>Advocate for customer needs</li></ul><br> <b>Qualities We're Looking For</b><br><p><strong>Why This Role Is Exciting</strong></p><p>You’ll be on the front lines of a product customers love—and you’ll help them master it. Your ideas will directly shape our processes, product, and customer experience. We’re a small team with a big mission, so your voice will matter and your work will have visible impact.</p><br> <b>Compensation &amp; Benefits</b><br><ul><li>$70K - $90K Annual</li><li>0.05% - 0.1% Equity</li><li>Medical, dental, and vision insurance.</li><li>401K with a 4% company contribution.</li><li>PTO, sick and unplanned time off, holidays.</li><li>Full-Time remote, based in the U.S., Eastern or Central time zones preferred; Monday–Friday, ~9am–6pm local.</li></ul><br>