The ad says“Build AI into how you work. Use AI tools to draft implementation plans, analyze account health across your book, triage and summarize customer requests, prototype scripts, and automate the repetitive parts of the job so you spend more time solving real problems”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The ad says“Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one”
The Technical Technical Customer Success Manager is a perfect role for someone who is technical enough to sit in a customer’s codebase and docs, curious enough to become the deepest product expert in the room, and wants to own the customer relationship at a fast-moving startup
You’ll be on calls with enterprise engineering and docs teams every week, you’ll own a book of accounts end to end, and you’ll be the person who figures out how to make ReadMe work for whatever they’re trying to do, not the person who files the ticket and waits
At ReadMe the Sales team finds companies that we can solve problems for, and you take over from there
Your role is to oversee a swift and effective implementation, partner with the customer to have a successful first year, identify opportunities for growth and optimization, and make sure the right resources get tapped in to support whatever the customer needs to be successful with ReadMe
You’ll solve most technical questions yourself, and know when and how to pull in Engineering or Solutions Architects for the rest
We’re a small team of humans (and one owl) working together to do big things, and that’s where you come in
In this role you’ll have a transformational impact on ReadMe across both the trajectory of the business and our thriving culture
ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs
If you’ve ever visited the developer docs for Amazon, Samsara, or Nvidia, you’ve used ReadMe!
We love what we do because it’s so much more than just documentation
We’re providing tools for teams to build a better developer experience and make their products and APIs easier to use
We’ve got great support from our investors at Accel who led our Series A, and our interview process reflects the open, caring, and whimsical culture we want to maintain as we scale
Own a book of enterprise accounts end to end. Onboarding, adoption, renewal assistance, and expansion. Be the primary technical and strategic contact for each
Be on customer calls regularly, including: implementation kickoffs, working sessions, QBRs, and escalations. This is a customer-facing role, not a ticket-queue role
Act as the product SME for your accounts. Know ReadMe deeply enough to answer product questions in real time, and debug alongside customers when something isn’t working
Get hands-on with the technical implementation. Review OAS files, help wire up CI/CD syncing via the ReadMe CLI or API, troubleshoot custom JS/CSS and auth setups, and prototype solutions before handing off to Engineering
Build AI into how you work. Use AI tools to draft implementation plans, analyze account health across your book, triage and summarize customer requests, prototype scripts, and automate the repetitive parts of the job so you spend more time solving real problems
Identify expansion and growth opportunities across your book and partner with Sales to close them
Advocate for customers internally, surface health risks early, and feed structured product and bug feedback to Product and Engineering
🌱 How you’ll grow within one month
Learn and collaborate from people around the ReadMe org about our product and what it can do for customers
Start to develop relationships with your book of enterprise customers
Sit in on customer calls with the team and start running your own kickoffs with new customers
Complete a hands-on ReadMe build i.e., set up a hub from an OAS file, configure SSO, ship a custom page, so you’ve done what customers do
🪴 Within three months, you’ll…
Be the first line of technical resolution for your accounts. You answer and debug most questions yourself
Have built at least one AI-assisted workflow that saves you or the team meaningful time each week
🌳 Within six months, you’ll..
Be performing to the KPIs of the role - time to implementation, NPS scores, NRR, etc
Consult on how we can position our roadmap to maximize the enterprise experience in the long term
Identify expansion conversations in your book to forward to Sales
Benefits
Healthcare for Owl: Fully covered medical, dental, and vision insurance for you, and your dependents; as well as paid parental leave. We also give each employee a OneMedical subscription.
Competitive Pay: We offer starting salaries at the 75th percentile, and significant equity. Relocation bonuses are also available!
Flexible Work: You’re allowed to work from home or come into the office as much as you want! The choice is yours, and we’ll give you a stipend for your home office to make sure you have everything you need.
Unlimited PTO: And a three-week minimum. Our PTO is actually unlimited, and we encourage you to use it! We also have 10 paid holidays and the week between Christmas and New Year’s Day off.
A Focus on Wellness: Each employee gets up to $150 for whatever wellness means to you, and an additional $350 for mental wellness for up to 6 months.
Quarterly Retreats: Three times a year, we spend a few days planning and working together in places like Tahoe and Honolulu. Come along!
Preferred experience
Someone who uses AI as a working tool. You’ve built prompts, workflows, or small automations that changed how you actually get work done, and you’re eager to keep doing that
Passionate about working with others; you’d be collaborating with lots of new customers, and our Sales, Product, Support and Enterprise Engineering teams!
A problem solver who’d rather figure out the answer than escalate it. You enjoy the puzzle of making a product bend to a customer’s real-world constraints
Technical enough to read an OpenAPI spec, poke at a customer’s HTML/CSS/JS, understand SSO and auth flows, and use Git and a CLI comfortably. You don’t need to be a software engineer, but you should be able to hold your own with one
An outstanding communicator, very organized, and able to manage multiple projects at once
Recruitment process
We can’t wait to read your resume and (hopefully personality-filled) cover letter! Let us know what excites you about the role, and help us get to know you better!
If we think there could be a good fit, we’ll set up a 30-minute Zoom call with Kirby, one of our Account Executives. She’ll tell you more about the role and learn more about you and your experience
Next, you’ll have a 30-minute Zoom interview with Dan, one of our TCSMs. You’ll dive a little deeper into your background and past customer experience
Then, we’ll invite you to a virtual “onsite” over Zoom! You’ll meet members of our GTM team, people from across ReadMe, and dig a little deeper into your technical skills
We’ll let you know how things went within a week! If it still seems like a good fit all around, we’ll extend you an offer! If not, we will update you to let you know so you aren’t left hanging
