Technical Customer Success Manager

About the role

The Technical Customer Success Manager role is ideal 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 weekly, own a book of accounts end to end, and be the person who figures out how to make ReadMe work for whatever the customer is trying to do—not the person who files a ticket and waits. ReadMe helps more than 5,000 leading startups and tech companies build beautiful, personalized, and interactive developer hubs (you’ve seen it in the docs for Amazon, Samsara, or Nvidia). The role is hybrid‑remote, with positions available in San Francisco, New York, Columbus, or fully remote within the US.

Responsibilities

• Own a book of enterprise accounts end to end: onboarding, adoption, renewal assistance, and expansion.
• Be the primary technical and strategic contact for each account.
• Be on customer calls regularly, including implementation kickoffs, working sessions, QBRs, and escalations.
• Act as the product SME for your accounts: answer product questions in real time, debug alongside customers.
• Get hands‑on with technical implementation: review OAS files, help wire up CI/CD syncing via the ReadMe CLI or API, troubleshoot custom JS/CSS and auth setups, prototype solutions before handing off to Engineering.
• Build AI into how you work: use AI tools to draft implementation plans, analyze account health, triage and summarize customer requests, prototype scripts, automate repetitive parts.
• 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.
• Within the first month: learn and collaborate across the org, start developing relationships, sit in on customer calls, run your own kickoffs, complete a hands‑on ReadMe build (set up a hub from an OAS file, configure SSO, ship a custom page).
• Within three months: be the first line of technical resolution for your accounts, answer and debug most questions yourself, build at least one AI‑assisted workflow that saves you or the team