Technical Customer Success Manager

At Hubtype we run as a lean, tech-forward company, so our Customer Success team plays a hybrid role that combines classic CS ownership with project management. Our CSMs are the single point of contact for the customer and are accountable for the successful delivery of each project, partnering closely with our engineering team, who handle the actual development work.

We are looking for a Technical Customer Success Manager who will own the end-to-end customer journey: from kickoff and discovery, through implementation and go-live, to adoption, retention, growth and renewal. The role is not about writing code, but about understanding the customer's technical and business needs, translating them into clear requirements for engineering, and orchestrating delivery across teams.

Key responsibilities

• Own a portfolio of strategic accounts as their main point of contact across the full lifecycle.
• Lead project delivery: scoping, planning, coordinating internal and client teams, managing timelines, dependencies, risks and deliverables.
• Run discovery sessions with customers to understand business goals, use cases and technical context.
• Translate customer needs into clear, structured requirements that engineering can act on, and translate technical decisions back into business language for the customer.
• Act as the bridge between the customer and Hubtype's engineering, product and solutions teams. The CSM does not build the solution but owns its delivery.
• Analyze customer data and project status to identify blockers, anticipate issues and surface opportunities.
• Drive adoption, monitor account health and identify upsell and expansion opportunities.
• Run QBRs, executive reviews, trainings and workshops with both business and technical stakeholders.
• Use AI tools daily to scale work: drafting, research, summarization, analysis, documentation and automation.
• Capture customer feedback and feed it into the product roadmap.

Requirements

• Experience: 3–5 years in Customer Success, Technical Account Management, Solutions Consulting or Project Management in a SaaS / tech environment.

• Technical understanding: able to confidently discuss APIs, webhooks, integrations, JSON, OAuth and SaaS architectures, and to follow technical conversations with engineers. The CSM does not need to code but must understand what's being built well enough to scope it, challenge it and explain it.
• Requirements & analysis: strong analytical mindset; able to gather, structure and document technical and functional requirements, identify gaps, and break complex problems into clear deliverables.
• Project management: proven track record managing complex delivery projects with multiple stakeholders, timelines and dependencies, coordinating engineering, product and client teams.
• AI-native mindset (Level 3 maturity in Hubtype score): goes beyond using AI tools as a personal assistant. We expect someone who actively designs and builds AI-powered processes and workflows to make themselves and their accounts more efficient, automating repetitive work, scaling outputs, creating reusable prompts/playbooks, and continuously raising the team's AI maturity. Hands-on with ChatGPT, Claude, Copilot, agents and automations.
• Languages: full professional fluency in English, Spanish and Catalan, written and spoken.
• Customer-facing communication: able to lead meetings confidently with executives, business owners and developers, and to adapt the message to each audience.
• Data-driven: comfortable with dashboards and customer KPIs (adoption, NRR, CSAT, time-to-value); uses data to drive decisions and conversations.
• Ownership & autonomy: thrives in a fast-paced, hands-off, async environment and gets things done without close supervision.

Nice-to-have / Plus

• Additional languages: French at professional level.
• Industry experience: background in conversational AI, chatbots, CCaaS, customer experience or messaging platforms.
• Channels know-how: familiarity with WhatsApp Business, Instagram, Messenger, Apple Messages for Business or Google RCS.
• Code literacy: ability to read code (JavaScript / Node.js, Python or similar) is a plus — not to write it, but to follow what engineering is doing.
• Tooling: hands-on with Postman, Jira, Notion, HubSpot, Salesforce, Looker or Tableau.
• Environment: previous experience in a startup or scale-up.

Benefits

• A role where you'll have lots of room to shine.
• Working with amazing people from all over the world, with different cultures, experiences and knowledge.
• 27 days of holiday per year, plus your birthday, plus a volunteering day, plus bank holidays.
• Fully remote policy and very flexible working – we trust you to get the work done.
• At Hubtype you’re expected to dedicate 10% of your time to self-improvement in the way you think it’s best for you. Whether it’s through online courses, side projects or reading books, that’s up to you.
• Attractive Benefits & Perks Plan, centered in Learning & Development.
• Workstation budget for make great work happen at home.