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ReadMe is hiring a Technical Customer Success Manager to own enterprise customer relationships end-to-end. You'll manage a book of accounts through onboarding, adoption, renewal, and expansion. This is a hands-on, customer-facing role—not a ticket-queue position.
Key responsibilities include:
- Own enterprise accounts end-to-end: onboarding, adoption, renewal assistance, and expansion identification
- Be the primary technical and strategic contact for each account
- Participate in regular customer calls: implementation kickoffs, working sessions, QBRs, and escalations
- Serve as the product SME for your accounts, answering product questions in real time and debugging alongside customers
- Get hands-on with technical implementation: review OpenAPI specs, help wire up CI/CD syncing via ReadMe CLI or API, troubleshoot custom JS/CSS and auth setups, and prototype solutions
- Build AI into your workflow: use AI tools to draft implementation plans, analyze account health, triage customer requests, prototype scripts, and automate repetitive work
- Identify expansion and growth opportunities and partner with Sales to close them
- Advocate for customers internally, surface health risks early, and provide structured feedback to Product and Engineering
ReadMe helps 5,000+ leading startups and tech companies build beautiful, personalized, and interactive developer hubs. The company is backed by Accel and has a strong culture focused on openness, care, and whimsy.
You'll grow into the role with clear milestones: within one month, you'll learn the product and start developing customer relationships; within three months, you'll be the first line of technical resolution for your accounts and have built at least one AI-assisted workflow; within six months, you'll be performing to KPIs (time to implementation, NPS, NRR) and consulting on roadmap positioning.
REQUIREMENTS:
- Technical foundation: able to read OpenAPI specs, review HTML/CSS/JS, understand SSO and auth flows, use Git and CLI comfortably. You don't need to be a software engineer, but should be able to hold your own with one.
- Proficiency with AI tools: you've built prompts, workflows, or small automations that changed how you work, and you're eager to continue.
- Excellent communication and organizational skills; ability to manage multiple projects simultaneously.
- Problem-solver mindset: prefer to figure out answers rather than escalate.
- Passion for collaborating with customers and cross-functional teams (Sales, Product, Support, Engineering).
