Technical Customer Success Manager

LTVplus is a customer service outsourcing partner that provides dedicated customer support agents for eCommerce brands, SaaS, and educational businesses. Our agents offer multilingual and multichannel support 24/7 through phone, email, and chat. We focus on increasing Customer Lifetime Value by delivering low-cost, high-quality customer support that grows with your business.

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do.

Description

We are looking for an experienced Technical Customer Success Manager to join our growing Customer Success team. This role is ideal for someone who thrives in a client-facing environment, has strong technical acumen, and has experience managing accounts in tech-driven industries such as SaaS, IT services, or Managed Service Providers (MSPs). You’ll play a critical role in driving client success, adoption, and retention by acting as a trusted advisor and strategic partner.

Requirements

• 2+ years of experience as a Customer Success Manager, Technical Account Manager, or Project Manager in a SaaS, MSP, or IT support environment.
• Excellent communication and client-facing skills, confident in translating technical concepts into business outcomes.
• Exceptional ability to communicate and foster positive business relationships
• Proven ability to manage multiple accounts and stakeholders across time zones.
• Data-driven mindset with experience interpreting performance metrics.
• Comfortable in a fast-paced, fully remote, and globally distributed environment.
• Highly organized and able to multitask.
• Self-driven and has a proactive nature
• Knowledge of customer success processes
• Ability to work well in a team environment
• Ability to identify upsell and new business opportunities
• Familiarity with customer success software and tools to enhance customer interactions and improve team efficiency.
  
  

Responsibilities

• Own a portfolio of client accounts, including technical or MSP-related accounts, serving as their primary point of contact to ensure satisfaction, engagement, and retention
• Partner with clients to understand their systems, tools, and workflows (e.g., cloud infrastructure, ticketing platforms, integrations), and ensure our support teams are aligned and effective.
• Act as a liaison between internal support teams and client-side technical stakeholders, managing deliverables, SLAs, and scope of services.
• Identify upsell and expansion opportunities based on client needs and business goals.
• Regularly review KPIs and operational performance; proactively identify areas for improvement or optimization.
• Analyze customer data to improve customer experience
• Help with the onboarding of new clients
• Voice the needs of your clients internally and collaborate with cross-functional teams to improve products, services, and client experience.
• Minimize customer churn.
  
  

Nice to have

• Sales background, but not required
• Knowledge of compliance standards such as HIPAA, SOC 2, ISO, etc., is a plus.
  
  

Working conditions

Will be working Mondays-Fridays between 7 am-6 pm EST