[Hiring] Technical Customer Success Manager @Modash

Role Description

We currently have two Technical CSMs in Canada and one in Europe, and we're hiring another based in Toronto, Canada. Your job is simple to explain and hard to do well: help customers turn Modash data into successful products, and own the outcome when getting there gets messy.

You'll own the entire journey for our API customers: from onboarding and adoption to expansion and long-term growth. Doing this well means becoming an extension of their team: understanding what they're building, where they're going, and how Modash can help them get there.

• Own your portfolio of accounts
  • Manage a portfolio of customers using one or both of our APIs.
  • Success is measured mainly through Net Revenue Retention (NRR) and the work that drives it.
  • Build clear success plans with goals, priorities, and next steps.
  • Run regular customer calls and proactively keep things moving.
  • Understand what customers are building and help them use the right data and endpoints.
  • Troubleshoot technical issues and own getting them resolved.
  • Spot risks early and create a plan.
  • Find new ways Modash can help customers grow.
  • Own expansion end-to-end, from spotting the opportunity to closing the upgrade.
  • Own renewals and keep your accounts organized and up to date.
• Onboard new customers
  • Run a strong Sales → CS handover.
  • Understand what they're building and what success looks like.
  • Create a clear integration plan with milestones and owners.
  • Help them make the right technical decisions and remove blockers.
  • Help them get to first value quickly.
  • Leave every interaction with clear next steps, owners, and dates.
• Collaborate across Modash
  • Be the voice of your customers internally.
  • Work closely with Product to bring them clear customer problems and opportunities.
  • Connect customers for discovery and testing.
  • Coordinate with Sales on expansion.
  • Work with Support and Engineering on technical issues.
  • Help Marketing turn what we're learning into useful customer resources.
  • Own driving the customer outcome forward, even when other teams are involved.

Qualifications

• 2+ years in Technical Customer Success, Account Management, Technical Account Management, or a similar customer-facing role.
• Experience working with APIs or data products, or a background in a technical, product management or product owner role.
• Comfortable discussing APIs, integrations, and data flows.
• Lead customers, rather than simply support them.
• Take ownership and simplify messy situations to drive outcomes.
• Clear, concise communicator who can make complicated things simple.
• Commercially minded and look for ways customers can get more value and grow their business.
• Proactive, organized, and comfortable working without a perfect playbook.
• Strong written and spoken English.

Requirements

• Nice-to-haves:
• Experience with creator data or creator marketing.
• Experience owning renewals and expansion.
• Some coding or data experience, such as reading code, writing small scripts, or SQL.

Benefits

• Flexible working hours. We trust you to manage your time.
• Unlimited paid vacation. Take the time you need to rest and recharge.
• Compensation. CAD ca 150,000 to 170,000 on-target earnings (OTE) per year + stock options.
• Fully remote working. Work from wherever suits you.
• Personal development. We'll support courses, books, or conferences that help you grow.
• Ownership. You'll have the autonomy to make decisions, try things, and help shape how this part of the business grows.

Company Description

Founded in 2018 by a high-school dropout and a Canadian, Modash is building a suite of tools that help brands scale partnerships with online content creators.

• 2,700+ companies like Stanley 1913, Sennheiser, and NordVPN already use Modash to manage and scale their influencer marketing work.
• We have 8-figures in ARR across two products, a $12M series A investment, and we are default alive.
• We’re almost 100 people distributed across 20+ countries, operating with a fast, async-first culture.