What are the responsibilities and job description for the Technical Customer Success Manager - Recent Grad position at Cassidy?
Technical Customer Success Manager
Cassidy is an innovative no-code platform enabling businesses to create custom AI assistants that automate complex workflows. We’re looking for a driven and technically curious Customer Success Manager to join our team and help users unlock the full potential of Cassidy.
About the Role
As a Technical Customer Success Manager, you’ll be the face of Cassidy for our customers—leading onboarding, supporting adoption, resolving technical issues, and ensuring customers get real, measurable value from our platform. You’ll work cross-functionally with product and engineering, and help shape both the customer experience and the future of the product.
This role is ideal for someone with 1–2 years of client-facing experience—someone who’s excited by technical products, energized by solving complex problems, and looking to take ownership in a fast-moving startup environment.
Responsibilities
Customer Onboarding and Enablement
- Lead new customer onboarding and ensure a fast path to value.
- Create and refine educational content like training materials and quick-start guides.
Customer Health and Success Monitoring
- Monitor usage and proactively address adoption risks or engagement drop-offs.
- Run periodic check-ins and business reviews with strategic accounts.
Account Management and Advocacy
- Act as the trusted day-to-day contact for customers.
- Collaborate with Sales on renewals, upsell opportunities, and expansion efforts.
Technical Support and Escalation
- Handle first-line technical issues, working directly with engineering when needed.
- Help customers troubleshoot workflows, integrations, and data issues.
Product Feedback and Testing
- Gather structured customer feedback to help guide the roadmap.
- Participate in testing new features and advocating for customer needs.
Community and Content
- Develop case studies, best practices, and help grow our customer community.
- Host webinars or help desk sessions to drive product education.
Process and Playbook Building
- Improve internal success processes to scale onboarding, support, and engagement.
- Help build the customer success playbook from the ground up.
Ideal Qualifications
- 1–2 years in a customer-facing role (e.g., Customer Success, Solutions Engineering, Support, Implementation).
- Strong technical aptitude—comfortable with tools like Zapier, Airtable, APIs, or no-code platforms.
- Excellent written and verbal communication skills—you explain complex things simply.
- Highly proactive, organized, and accountable.
- Energized by startups, ambiguity, and ownership.
- Based in or willing to work from our NYC office (in-person role).
- Legally authorized to work in the U.S. without employer sponsorship.
Benefits
- Competitive salary.
- Unlimited PTO.
- Comprehensive medical, dental, and vision insurance.
- Significant equity in a fast-growing AI startup.
- High-trust, high-autonomy culture with real ownership.
- Opportunities to grow your role as the team scales.