Technical Customer Success Manager

Technical Customer Success Manager

About Near: Near is a recruiting agency that connects top talent across Latin America with long-term remote opportunities at growing U.S. companies.

About the Client: Our client is a U.S.-based SaaS company that helps People and HR teams manage sensitive employee relations cases, investigations, workflows, and organizational data through a secure, AI-powered platform.

About the Role

We are looking for a Technical Customer Success Manager to become one of the most technically capable members of the Customer Success team. You will work directly with customers to investigate and resolve complex issues involving APIs, SQL, JSON, integrations, and data flows, rather than simply passing problems to Engineering.

This is a strong opportunity for someone who enjoys combining hands-on technical troubleshooting with customer interaction and wants to build deep expertise in a growing SaaS product.

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

Must Have

• +5 years of experience in Technical Support, Technical, Implementation, Solutions Engineering, Customer Success Engineering, or a similar role.

• Hands-on experience with SQL and data validation.

• Strong understanding of JSON and API troubleshooting.

• Experience working with REST APIs, GraphQL, or similar integration technologies.

• Ability to investigate technical issues using logs, API responses, and system behavior.

• Ability to solve customer-facing technical problems independently.

• Strong problem-solving and communication skills.

• Advanced English.

Nice to Have

• Experience with HR technology, HRIS platforms, or People Operations teams.

• Experience supporting enterprise SaaS customers.

• Familiarity with authentication, webhooks, and data mapping.

• Software Engineering or Computer Science background.

• Experience working with sensitive or regulated data.

Benefits and Work Arrangement

• USD 3,000–5,000 per month, depending on experience and seniority.

• 100% remote, full-time contractor role.

• Long-term opportunity.

• Flexible PTO + US holidays.

• Monday to Friday, from 8 am to 2 pm PST + 2 resting hours flexible in US time.

• Equipment support may be available depending on location.

If you enjoy solving complex technical problems while working directly with customers, we encourage you to apply.