Technical Customer Success Manager

Storyteller is a high growth B2B SaaS platform that enables companies to integrate Stories into their platforms. The role involves managing important client relationships, overseeing operations, and ensuring successful delivery of client commitments while utilizing AI and modern tools.

Responsibilities:

• Lead the day-to-day operating cadence for important client workstreams, including meeting prep, agendas, status updates, action logs, follow-ups, and open questions
• Manage and coach a small team or pod responsible for client delivery, support, content operations, or live-event execution
• Set clear standards for team output: client updates, handovers, action logs, QA checks, incident notes, meeting prep, and post-event reviews
• Allocate work across the team, manage coverage, review quality, and make sure urgent client work has clear ownership
• Help lead weekly client and internal meetings by making sure the right context is prepared, the right people are involved, and the right actions are captured and driven through
• Turn vague client asks into clear next steps: scope, questions, owners, risks, dependencies, timelines, and decisions
• Drive special projects through the business by coordinating product, engineering, content, support, design, and leadership stakeholders
• Investigate client issues by gathering context, checking configuration, reviewing evidence, reproducing problems where possible, and escalating with a useful technical summary
• Keep clients informed with clear, calm, accurate updates that set expectations and reduce ambiguity
• Support readiness for launches, live events, campaigns, and tentpole moments by maintaining checklists, escalation paths, risk tracking, staffing/coverage plans, and handovers
• Use AI and internal tools to accelerate investigation, documentation, meeting preparation, QA checks, workflow improvement, follow-up, and team visibility, while validating important outputs yourself
• Spot recurring pain points and turn them into better playbooks, templates, automations, checklists, training, or operating habits
• Maintain visibility across client commitments so important actions do not drift, disappear, or depend on memory
• Build a team culture of high standards, calm execution, direct communication, and ownership

Requirements:

• High agency. You do not wait for perfect instructions when something clearly needs to move
• Strong ownership. You care whether the work actually lands, not just whether an update was sent
• Team leadership. You can set standards, coach people, give direct feedback, review work, manage capacity, and improve team performance
• Operational discipline. You can manage actions, owners, dates, risks, dependencies, coverage, and follow-up without letting things drift
• Good judgment under ambiguity. You can decide what matters now, what can wait, what needs escalation, and what needs more evidence
• Clear written and verbal communication. You can make complex work understandable for clients and internal teams
• Client-facing confidence. You can be calm, precise, and professional with important stakeholders, including when the news is difficult or incomplete
• Technical mindedness. You do not need to be an engineer, but you should be comfortable learning how SaaS products, integrations, SDKs, CMS tools, data, configuration, and support workflows fit together
• Practical AI fluency. You use AI for leverage beyond meeting notes: investigation, drafting, analysis, QA, workflow improvement, automation, team visibility, and repeatability
• Attention to detail. You catch small problems before they become client-visible issues
• Appetite for hard problems. You are drawn to messy, painful, recurring problems and want to fix the underlying system
• Genuine interest in basketball and sports, with enough understanding to appreciate live-event pressure, fan behavior, and the cadence of the NBA season
• Experience managing a small team, pod, support function, delivery team, content operations group, or cross-functional operating cadence
• Experience in client delivery, product operations, implementation, technical account management, customer success operations, support operations, content operations, or project coordination
• Experience working with SaaS platforms, CMS tools, SDK/API-based products, integrations, analytics, or technical support workflows
• Experience in sport, media, entertainment, publishing, live operations, or content-heavy products
• Examples of improving a workflow, dashboard, checklist, handover, QA process, training approach, or automation
• Evidence of using AI tools to improve real work, with a clear view of where human review is still required