Technical Customer Success Manager

Rechat is building the next generation of enterprise real estate technology. Our platform helps real estate professionals streamline the entire buying and selling journey by unifying data, marketing, and transaction workflows into one powerful system. We're a product-driven company with a modern technology stack, a strong engineering culture, and a mission to transform how agents work at scale.

REMOTE (Work may be performed anywhere)

We're looking for a Technical Customer Success Manager to serve as a trusted technical partner for our enterprise customers. This role sits at the intersection of technology, customer success, and product, ensuring our most strategic clients receive proactive, high-quality technical guidance and support. You'll work closely with customers, internal engineering teams, and cross-functional partners to drive adoption, resolve complex technical challenges, and deliver long-term value.

What You'll Do:

Relationship & Strategy

• Ensure the timely and successful delivery of Rechat solutions in alignment with customer needs and business objectives
• Drive product adoption and engagement by partnering with clients to develop and execute success strategies tailored to their goals
• Analyze client use cases and provide best-practice recommendations to optimize product usage, adoption, and return on investment
• Serve as a trusted advisor by understanding client workflows, integrations, and data at a technical level and translating business needs into product solutions
• Identify risks and opportunities through regular client check-ins and strategic business reviews to strengthen relationships and improve retention
• Monitor and report on the progress of all deliverables and initiatives, ensuring deadlines are met and client outcomes are achieved
• Ensure consistent execution and measurable success across all assigned accounts

Technical Triage & Problem-Solving

• Serve as the first line of technical triage for client-reported issues — investigating and attempting to resolve before escalating
• Distinguish between user error, account/configuration issues, and genuine product bugs through hands-on investigation of the platform
• Reproduce reported issues directly in the product, documenting exact steps, environment/account details, and expected vs. actual behavior
• Use browser developer tools, API responses, and available logs to investigate and validate issues before escalating
• When escalation is necessary, submit clear, reproducible, well-documented tickets (steps to reproduce, screenshots, logs, affected accounts/records) so Engineering and TechOps can act without needing to go back and forth
• Maintain and contribute to an internal knowledge base of common issues, workarounds, and resolutions to speed up future triage
• Understand core integrations (MLS/IDX, CRM, email/calendar, e-signature, etc.) at a level sufficient to troubleshoot connectivity and data-sync issues
• Manage a high volume of inbound client requests, prioritizing and resolving what can be resolved directly, and coordinating internal resources for what can't
• Proactively anticipate customer needs and technical pain points based on usage patterns and product knowledge
• Perform other duties as assigned

What You Bring:

• High school diploma or equivalent required; Bachelor's degree preferred
• Five or more years of relevant professional experience, or an equivalent combination of education and experience
• Five or more years of experience in a SaaS Account Manager, Customer Success Manager, Technical Support, or similar client-facing technical role preferred
• Experience working in a fast-paced startup environment and the ability to adapt quickly to changing priorities strongly preferred

Skills and Qualifications:

• Strong understanding of SaaS platforms, CRM systems, marketing technology, or similar tools
• Demonstrated ability to troubleshoot software issues independently — comfortable digging into a problem before handing it off
• Working familiarity with REST APIs, webhooks, or basic SQL is a strong plus
• Comfort using tools like browser developer tools/console, Postman (or similar), and structured ticketing systems (e.g., Jira, Zendesk) to document and track issues
• Ability to read and interpret error messages, API responses, and logs well enough to describe a problem precisely
• Ability to quickly learn new products and stay current on new features and releases
• Comfortable discussing workflows, integrations, and data concepts with both technical and non-technical audiences
• Strong organizational skills with the ability to manage multiple accounts and priorities effectively
• Excellent written communication skills — able to write clear, precise, reproducible bug reports as well as consultative client-facing messaging
• Analytical, detail-oriented mindset with genuine curiosity about how the product works under the hood
• Basic understanding of the real estate industry preferred; direct industry experience is a plus
• Outgoing, professional demeanor with the ability to build strong relationships and collaborate effectively across teams

Why You'll Love Working Here:

• Competitive compensation
• Fully remote with flexible work/life balance
• A diverse, inclusive, and highly collaborative culture
• Meaningful work with a product used by real professionals every day
• Flexible Paid Time Off

We are an equal opportunity employer committed to building a diverse and inclusive team. All employment decisions are made without regard to legally protected characteristics. Background and reference checks required.