Founding Technical Customer Success Manager

Job Description

About Us

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CollectWise is a fast growing and well funded Y Combinator-backed startup. We’re using generative AI to automate debt collection, a $35B market in the US alone. Our AI agents are already outperforming human collectors by 2X, and we’re doing so at a fraction of the cost.

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With a small team, we scaled to a $3M annualized revenue run rate in just over a year, and we’re now hiring a Founding Technical Customer Success Manager to help us reach $10M+ over the next year.

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The Role

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We’re looking for a Founding Technical Customer Success Manager to own customer relationships after launch and ensure customers are successful with CollectWise.

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You’ll work at the intersection of customer success, engineering, and operations, managing customer communication, resolving technical issues, optimizing AI agents, supporting implementations, and identifying opportunities to expand accounts.

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This is a highly hands-on role. You should be comfortable working directly with customers, troubleshooting technical problems, working with code when needed, and collaborating with engineering on more complex issues.

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Your success will be measured by customer satisfaction, retention, product usage, account expansion, and customer performance.

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Responsibilities

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• Own day-to-day customer relationships after customers have gone live
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• Troubleshoot and resolve technical customer issues by adjusting configurations, shipping code when appropriate, and escalating to engineering when necessary
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• Monitor customer usage, performance, and trends to identify opportunities to improve results and increase adoption
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• Continuously optimize customer AI agents and workflows through prompt engineering
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• Upsell customers on additional products, use cases, and increased usage to expand revenue
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• Proactively engage customers when usage declines to reduce churn
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• Support new implementations and product rollouts for existing customers
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Desired Qualifications

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• 3+ years of experience in technical customer success, solutions engineering, sales engineering, technical operations, product management, technical support, software engineering, or a similar role
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• Excellent written communication skills with a high level of responsiveness
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• Strong technical background with experience writing and debugging code and working with APIs, integrations, and data flows
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• Strong verbal communication and relationship-building skills
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• Strong attention to detail and ability to manage multiple customer issues and priorities simultaneously
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• Highly proactive with a strong sense of ownership
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• Commercial mindset with the ability to identify upsell and account expansion opportunities
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Compensation

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• $150,000 to $200,000 OTE, including a $130,000 to $160,000 base salary plus variable compensation tied to customer expansion and retention
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• Equity: 0.03% to 0.10%
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