What are the responsibilities and job description for the Technical Customer Success Manager position at Base?
We’re looking for a technically minded, AI-forward Customer Success Manager to help customers build AI-first customer programs and maximize value from the Base platform through a combination of strategic guidance, workflow design, platform configuration, and hands-on solution delivery.
This role sits at the intersection of Customer Success, Solutions Consulting, and implementation. You'll help customers identify opportunities for AI-powered scale and growth, design solutions, launch new use cases, and continuously expand the value they receive from the platform.
What You'll DoCustomer Success & Solutions
- Manage a portfolio of customer accounts
- Understand customer goals, workflows, and business objectives
- Drive adoption, value realization, and long-term customer success
- Identify opportunities to improve customer outcomes through new AI insights, Agents, workflows, modules, and use cases
- Act as a trusted advisor and partner to customer stakeholders
- Train and enable customers on platform capabilities and best practices
- Innovate and help companies create GOAT-level customer programs and experiences.
Solution Design & Implementation
- Design customer experiences and programs with our vibe-coding studio and agentic /standard workflows and automations within the platform
- Independently lead basic integrations, smaller implementations, module launches, and expansion projects
- Partner with onboarding resources on larger or more complex deployments, and with R&D teams when advanced technical support is required
Scalable Customer Operations
- Leverage AI tools and automation to increase productivity and customer impact
- Identify Customer Success Qualified Leads (CSQLs) and expansion opportunities
- Surface customer feedback, product gaps, and emerging use cases to internal teams
- Contribute ideas that help scale customer success operations through AI and automation
What We're Looking For
- 4 years of experience in Technical Customer Success, Solutions Consulting, Professional Services, Solutions Engineering, Technical Account Management, or similar customer-facing roles in tech companies
- A blend of technical expertise (integrations, CRM implementation, software configuration) and project management skills
- Strong consultative problem-solving skills and the ability to translate customer goals into practical solutions
- Strong communication skills and confidence working directly with customers
- Comfortable operating independently in a fast-moving environment
- Curious, proactive, and eager to learn new technologies and use cases
- Experience with customer marketing, advocacy, community, scaled/digital CS program, or RevOps/CSOps- a plus!
Location
- US-based
- Minimal travel required
About Base.ai
Base is an AI Customer Engagement platform that helps B2B companies create a Customer-led Growth (CLG) framework through AI-powered lifecycle experiences and customer activation. By providing AI-driven journey tracking, automation, insights, and personalized journeys, our platform helps companies focus on their customer base and the best next action for each customer, while attributing growth to strategic customer activations. Trusted by leading global companies, including Broadcom, Adobe, SAP, NiCE, Okta, Fortinet, and 150 others, Base helps companies shift from broken customer experiences to holistic lifecycle engagement that directly drives revenue growth.
We move fast, leverage AI across every aspect of our work, and are customer-obsessed as we continue building a product that helps our customers grow better with CLG, generate value daily, and save time.