Technical Customer Success Manager, AV/UC

Technical Customer Success Manager

Xyte is seeking a Technical Customer Success Manager to manage a portfolio of customers and help them get measurable value from our platform. You will lead onboarding and implementation, drive product adoption, provide first-line technical guidance, and build strong relationships with customer stakeholders. You will also help identify renewal risks and account expansion opportunities. This role suits someone who can move comfortably between technical troubleshooting, customer communication, and commercial conversations.

The base salary range for this position is $100,000$120,000 per year. Benefits include company-sponsored health insurance, discretionary paid time off, paid sick leave, and a 401(k) retirement plan. This position may also be eligible for stock options, subject to approval and plan terms. The final offer will depend on experience and qualifications.

Responsibilities include managing a portfolio of customers and driving adoption, retention, and measurable value from Xyte; leading onboarding and implementation from kickoff through launch, including configuration, training, success criteria, and follow-up; serving as the primary customer contact and providing ongoing technical guidance, issue triage, and escalation management; applying hands-on knowledge of enterprise AV/UC systems to guide implementations, troubleshoot customer issues, and collaborate with customer technical teams; building trusted relationships with customer administrators, technical teams, and business leaders; monitoring customer health, adoption, risks, milestones, and open action items; helping customers quantify outcomes such as reduced downtime, fewer support tickets, and fewer on-site dispatches; identifying renewal risks and account expansion opportunities, then partnering with Sales on upsell and cross-sell activity; working closely with Sales, Product, Engineering, and Support to resolve issues and meet customer needs; and gathering customer feedback and translating it into clear product and process recommendations.

What you bring includes 2+ years in a customer-facing technical role, including Customer Success, Technical Support, solutions engineering, AV design, field engineering, or systems integration. B2B SaaS experience is preferred. Strong technical aptitude and working knowledge of APIs, SaaS architecture, cloud platforms, networking, and connected-device technologies are required. Ability to troubleshoot across AV devices, networks, cloud services, and APIs, then document a clear path to resolution is necessary. Experience collaborating with customer IT teams, engineers, programmers, manufacturers, and vendors, and explaining technical concepts to varied audiences is required. Experience creating technical documentation, standards, and repeatable support workflows is required. Crestron programming experience and formal Crestron certification; certified Crestron programmers are strongly preferred. Certifications from Q-SYS, Extron, Dante, NETGEAR, Shure, or AVIXA are also valued. Strong presentation and relationship-management skills, sound judgment, and the ability to build trust during challenging customer conversations are required. Working familiarity with AI tools for research, troubleshooting, and problem-solving, including prompt refinement and output verification is required. Ability to travel approximately 5-10% annually is required. Ability to work from Xyte's Hoboken office four days per week is required. Ability to work a flexible schedule when customer needs require it is required.

Preferred experience includes hands-on experience designing, commissioning, programming, or supporting enterprise AV/UC systems in boardrooms, divisible rooms, town halls, and collaboration spaces. Knowledge of AV-over-IP and enterprise networking, including VLANs, multicast, IGMP, bandwidth planning, PoE, fiber, and multi-switch environments is preferred. Hands-on familiarity with Crestron, Q-SYS, Extron, Dante, Shure, Biamp Tesira, NETGEAR AV, Microsoft Teams Rooms, or Zoom Rooms is preferred. Experience with remote monitoring, secure remote access, and managed-service workflows for supporting deployed AV environments is preferred.

A background in AV design, field engineering, programming, technical support, software engineering, cloud infrastructure, Linux, scripting, automation, or REST APIs is preferred.

About Xyte

Xyte is an early-stage start-up backed by world-class investors and industry leaders. Our disruptive, product-first approach makes it easy for equipment manufacturers to cloudify their devices, better support and service customers, and commercialize their products with As-a-Service business models. Leading organizations deploy Xyte's Connected Device Management Platform to bridge the gap between their devices and modern cloud applications.