Technical Customer Success Manager

7 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $120,000
Technical Customer Success Manager

Pendo's Technical Customer Success Managers are technical customer success experts who engage with our diverse global customer base through 1:1 interactions and group sessions.

They possess a deep understanding of customer requirements and guide positive customer experiences and satisfaction by providing high-level technical overviews, responding to customer requests, guiding customers through complex issues, and proactively discussing potential subscription setups or installation changes.

In collaboration with our Customer Success team, they help customers maximise the value of the Pendo product, ensuring it meets their specific needs. They work closely with Sales, Product, and Engineering teams to align customer needs with roadmap, value delivery, and future innovation.

They also create and maintain technical documentation, FAQs, and best practices to assist customers in resolving common technical issues independently. They gather and communicate customer feedback and themes to the Product and Leadership team to help improve processes or the roadmap.

Key Responsibilities:

  • Provide high-level technical overviews of specific areas of the product
  • Respond to customer requests regarding technical aspects of the Pendo product
  • Guide customers through complex issues, coordinating internal teams when necessary
  • Proactively discuss potential subscription setups or installation changes with customers
  • Partner cross-functionally with Sales, Product, and Engineering teams
  • Co-develop Success Plans that tie product usage to customer outcomes
  • Assist with at-risk customers by troubleshooting unclear technical issues
  • Create and maintain technical documentation, FAQs, and best practices

Requirements:

  • 3+ years in a customer-facing role within a SaaS or technical product environment
  • Working knowledge of JavaScript, HTML, CSS, and/or Mobile SDKs
  • Strong familiarity with REST APIs, data flows, and integration into BI tools or third-party platforms
  • Proven ability to manage multiple priorities and navigate ambiguity in enterprise environments
  • Confidence presenting to both technical stakeholders and business decision-makers

About the Role:

This is an opportunity to join a vibrant, close-knit team passionate about helping customers thrive through better product experiences.

We're growing fast across Australia, New Zealand, and Asia, partnering with some of the most innovative companies in the region.

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