Senior Manager of Technical Customer Success

Join OpenAsset, a leading SaaS company in the AEC industry. As the Senior Manager of Technical Customer Success, you will lead a team of Support Engineers and Technical Customer Success Engineers, ensuring smooth operations and exceptional client experiences. You will also act as a liaison between your team and the AI Center of Excellence, driving process improvements and leveraging AI tools for efficiency. Enjoy a generous benefits package, including work-life balance, learning opportunities, and remote work options.

• Coaching and developing a technical team, ensuring smooth day-to-day operations, and acting as a liaison between the team and the AI Center of Excellence.
• Overseeing the support queue, prioritizing and escalating tickets, and ensuring timely completion of technical projects and implementations.
• Identifying recurring technical requests, working with the team to templatize or automate them, and owning the internal tooling roadmap for the technical client success team.

• 1-2+ years of experience directly managing a technical or client-facing team
• Experience overseeing a support queue or ticketing system (e.g., Intercom, Zendesk) at scale
• 4-6+ years of experience in a technical, client-facing role, including experience with scripting (Python or JavaScript) and REST APIs
• Comfortable balancing hands-on technical problem-solving with people management
• Balances technical depth with clear, non-jargon communication for non-technical stakeholders
• Adaptability: thrives in a quickly evolving, dynamic, and agile environment
• Operates with a strong sense of ownership and urgency, especially during escalations
• Leads with empathy while holding a clear bar for technical quality and client experience
• Approaches problems with a solutions-oriented, detail-driven mindset
• Experience working in SaaS
• Experience managing contractor or vendor relationships
• Exposure to Adobe InDesign or template automation
• Exposure to generative AI / LLM-powered tools
• Experience or familiarity with the Architecture, Engineering, and Construction (AEC) industry