Role : Technical Customer Success Manager (Technical CSM)

Location : Bangalore first, Hyderabad second

About the Role :

We are looking for a customer-focused and technically skilled Technical Customer Success Manager (Technical CSM) to bridge the gap between business requirements and technical solutions.

In this role, you will work closely with customers to understand their business challenges, recommend suitable solutions, guide implementations, troubleshoot integrations, and ensure successful adoption of our products and services.

The ideal candidate combines strong customer-facing skills with technical expertise in APIs, integrations, automation platforms, CRM systems, and solution design. You should be comfortable discussing business requirements with clients while also working closely with technical teams to drive successful outcomes.

Key Responsibilities :

Customer Success & Solution Consulting :

- Act as the primary technical point of contact for assigned customer accounts.

- Understand customer business processes, challenges, and objectives.

- Conduct discovery sessions to gather business and technical requirements.

- Recommend scalable and effective solutions based on customer needs.

- Guide customers through onboarding, implementation, adoption, and optimization.

- Build trusted relationships with customers by providing proactive technical guidance and consultation.

Technical Solutioning :

- Analyze customer requirements and design appropriate workflows, integrations, and automation solutions.

- Identify the most suitable approach using APIs, webhooks, automation platforms, CRM workflows, AI tools, or third-party integrations.

- Translate business requirements into technical requirements and implementation plans.

- Recommend solutions that balance functionality, scalability, cost, and implementation effort.

- Create solution flows and implementation recommendations for customers and internal teams.

API & Integration Management :

- Understand, troubleshoot, and support REST APIs, Webhooks, Authentication methods, and Data Flows.

- Create API logic, request/response mappings, and data transformation rules based on business requirements.

- Configure and support event-driven workflows using APIs, webhooks, and system triggers.

- Assist customers with integrations involving CRM, communication, e-commerce, payment, and third-party platforms.

- Review API documentation and provide technical recommendations during implementation.

Automation & Workflow Design :

- Design and implement workflow automations using modern automation platforms.

- Identify process improvement opportunities through automation and system integrations.

- Support customers in building efficient, scalable, and automated business processes.

- Configure and troubleshoot automation workflows across multiple platforms.

Technical Support & Escalation Management :

- Investigate and resolve technical issues related to integrations and implementations.

- Act as the first level of technical consultation and troubleshooting.

- Coordinate with Product, Engineering, Operations, and Support teams to resolve complex issues.

- Manage customer escalations and ensure timely communication and resolution.

- Conduct root cause analysis and recommend preventive measures.

Customer Enablement :

- Conduct technical training and solution walkthroughs.

- Educate customers on product capabilities, integrations, APIs, and best practices.

- Create and maintain technical documentation, implementation guides, and knowledge base resources.

- Support customers in maximizing value from the platform and integrations.

Required Skills & Experience :

Technical Skills :

- Strong understanding of REST APIs, Webhooks, JSON, API Authentication, and Data Mapping.

- Experience creating API logic, request/response mappings, and workflow automations.

- Understanding of data transformation and system integration concepts.

- Ability to read, understand, and work with API documentation.

- Knowledge of workflow automation, event-driven architecture, and integration design.

CRM & Business Platforms :

- Experience or familiarity with :

1. Salesforce

2. HubSpot

3. Kylas

4. Zoho CRM

Automation & Integration Platforms :

- Experience with one or more of :

1. Klamp

2. Pabbly Connect

3. Zapier

4. Make (Integromat)

5. n8n

E-commerce & Communication Platforms :

- Exposure to :

1. Shopify

2. WooCommerce

3. WhatsApp Business Platform

4. Meta Business Manager

5. Chatbot Platforms

6. AI Assistants and Conversational AI Solutions

Additional Skills :

- Basic understanding of HTML, CSS, JavaScript, or Python.

- Understanding of databases and data structures.

- Strong analytical and problem-solving abilities.

- Excellent communication and stakeholder management skills.

- Ability to explain technical concepts to non-technical audiences.

What We're Looking For :

The ideal candidate should be able to :

- Understand the actual business problem rather than simply the requested solution.

- Identify root causes and recommend the most suitable technical approach.

- Determine whether a requirement should be solved through APIs, webhooks, CRM workflows, automation platforms, AI solutions, integrations, or custom development.

- Think from both a business and technical perspective when proposing solutions.

- Work independently while managing multiple customer projects and priorities.

Preferred Experience :

- 2 - 5 years of experience in Technical Customer Success, Solution Consulting, Implementations, Integrations, Technical Support, or Solution Engineering roles.

- Experience working with SaaS products, CRM platforms, automation tools, or business applications.

- Exposure to WhatsApp Business APIs, Meta ecosystem, CRM integrations, AI solutions, and workflow automation platforms is highly preferred.