Technical Customer Success Manager

Job description

Technical Customer Success Manager Remote · Full-Time About the Role Our customers are HR and People leaders navigating some of the most complex, high-stakes challenges in their organizations — employee relations, workplace investigations, company culture, performance management, and everything in between. At AllVoices, we are building AI-native technology to help them manage, track, and analyze these employee relations issues at scale. We're looking for a Technical Customer Success Manager who sits at the intersection of relationship management, technical fluency, and commercial ownership. We are looking for someone who leads with curiosity and empathy, earns trust through expertise and follow-through, and holds themselves accountable to customer outcomes. What You'll Own Technical Serve as the technical point of contact for your accounts, handling data queries, API/integration troubleshooting, and JSON-based configuration support independently and with confidence Guide customers through API implementations, including authentication, data mapping, and error handling Work with customer data structures (HRIS, case management, etc.) to ensure clean ingestion and reporting accuracy Diagnose complex issues across systems, logs, and data flows — not just UI-level problems Partner with customer IT teams on security, data governance, and integration best practices Act as a credible technical voice in customer conversations, able to engage meaningfully with both HR practitioners and IT or systems administrators Develop deep, working knowledge of AllVoices' product capabilities, configurations, and underlying logic — enabling you to independently diagnose issues, answer complex customer questions, and resolve problems directly with the customer Customer Full lifecycle ownership of an Enterprise book of business — renewals, expansions, upsells, risk mitigation, and ongoing value delivery Build deep, multi-threaded relationships across customer organizations, from day-to-day HR practitioners to executive sponsors Develop a thorough understanding of each customer's business practices, HR workflows, and organizational structure, to drive tailored success plans Partner closely with Product & Engineering to synthesize customer feedback into actionable insights, advocate for high-impact gaps, and influence roadmap prioritization based on demonstrated customer value Drive adoption strategy across accounts, identifying underutilized capabilities and building targeted enablement plans to accelerate time-to-value Monitor customer health signals proactively, intervening early with structured success plans before issues escalate to risk What We're Looking For 3+ years in Technical Client Support, Technical Account Management or experience in customer support with a technical background Proven ability to build trusted relationships with stakeholders of varying levels Strong hands-on experience with APIs (REST, GraphQL), JSON payloads, and debugging integrations Working knowledge of SQL for querying and validating customer data Ability to read logs, inspect API responses, and diagnose issues across systems Demonstrated use of AI tools in a professional context, with a forward-leaning perspective on how AI can improve customer engagement and operational efficiency Exceptional communication skills across audiences: you can translate technical concepts for HR practitioners and business priorities for IT teams High degree of accountability and revenue ownership Bonus Points Experience in HR tech or working with HR practitioners and people operations teams Familiarity with HRIS systems, HR workflows, or compliance environments Experience with CS Operations, process design, or driving efficiency improvements within a Customer Success organization AllVoices helps People teams manage employee relations with more consistency and less manual effort. Centralize your cases, investigations, performance issues, accommodation requests, and exit interviews all in one place. Leverage AI to automate repetitive tasks, streamline case intake, draft case summaries, and surface insights you might miss. AllVoices makes it easier to stay organized and respond quickly and consistently to employee relations issues. People Teams using AllVoices resolve cases faster, avoid costly mistakes, and build trust in a fair process—with less manual lift. Innovative companies like Zillow, Sweetgreen, Patagonia, Chipotle, DoorDash and Zapier use AllVoices to replace messy spreadsheets, inconsistent documentation, and manual case tracking. AllVoices integrates seamlessly with your HRIS, pulls in employee data, and surfaces AI-powered insights across the organization so you can spot trends, track outcomes, and confidently report up to leadership. That’s why AllVoices was named a leader in the HR Case Management and Whistleblowing categories by G2.