Technical Customer Success Manager

About Seam

Seam builds an API for controlling IoT devices, such as door locks, thermostats, sensors, cameras, and more. Software developers and businesses then use Seam’s API to connect devices with their applications and orchestrate their use. This lets them unlock doors for Airbnb guests or FedEx drivers, set thermostat temperatures to save energy and measure carbon emissions, and more.

The company was founded by early engineers from Nest, Github, Sonder, and Google. Based in San Francisco, Seam is backed by Tiger Global, Root Ventures, YC, and founders/execs from companies like Stripe, Plaid, Flexport, Airbnb, and many others.

About the Role

We are seeking a dynamic and experienced Technical Account Manager to join our team. Your will be responsible for building and maintaining strong relationships with our customers and ensuring their success through effective implementation and utilization. This role requires a combination of technical expertise, project management skills, and exceptional communication abilities. You’ll be one of the first members of our Sales team and work closely with our founders and engineers to grow our sales efforts. 

*This role is San Francisco based. We are not looking for remote candidates at the moment.

Key Responsibilities

• Guide new customers through the onboarding process, ensuring they understand how to use the product or service effectively. Guide customers through complex product setups, integrations, and configurations.
• Develop and maintain strong relationships with customer accounts by understanding their needs, business goals, and how the product or service fits into their operations.
• Collect detailed customer feedback on product features and performance to understand how people are using the product.
• Act as the link between our customers and product engineering to develop new innovative solutions. You will help build the future roadmap of our product by acting as the Product team’s eyes and ears in this field
• Identify opportunities for contract renewals and upselling or cross-selling additional products or services.
• Keep customers informed about product roadmaps, upcoming features, and industry trends that may affect their business.
• Serve as the primary point of contact for any customer issues or complaints and coordinate with the engineering team to resolve customer issues in a timely manner.
• Continuously seek ways to improve the customer experience and the efficiency of customer success processes.

Qualifications

• 3-5 years experience in a technical customer-facing role, such as technical account management, solutions engineering, customer success, or consulting, preferably within the technology or SaaS industry.
• Familiarity with APIs and ability to explain API concepts to Seam’s largest and most technical customers
• Exceptional problem-solving and troubleshooting abilities.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Prior experience working with both growth stage private(Series A - Series C) and larger scale companies.
• Excited to get into the technical details, understand how Seam works and what sets it apart from competitors from a technical standpoint.
• Eagerness to work in a high-growth environment and to help build processes and tools as needed.

Benefits

• 100% employer-paid health care insurance including medical, dental, vision + 75% dependent coverage

• Our comprehensive benefits package includes a company managed 401K, Flexible Spending Accounts, coverage for gynecological services and support for family-building initiatives, access to mental health services, etc.

• Paid Time Off and Company paid holidays
• Free in-office lunch daily
• Base Pay Range: $110k - $140k per year + Bonus + Equity