Technical Success Manager
About Stainless
Stainless is a fast-growing tech startup building the future of APIs. Our customers include industry leaders like OpenAI, Anthropic, and Cloudflare.
We have raised over $35 million from a16z, Sequoia, and founders/C-levels from Stripe, Datadog, Segment, Linear, and more.
We are headquartered in NYC, just west of SoHo, and are a team of ~60 strong expecting to double in the next ~9 to 12 months.
About the Role
As a Technical Success Manager at Stainless, you'll be driving the success for our most important customers—including Cloudflare, Google, Anthropic, and OpenAI. You'll ensure these customers achieve exceptional outcomes with our platform while managing complex technical relationships and driving product improvements based on their feedback.
This role combines deep technical expertise with exceptional relationship-building skills. You'll investigate and triage sophisticated technical issues, manage escalations with grace, and keep both customers and internal teams organized and aligned. Most importantly, you'll build relationships that make customers genuinely excited to work with Stainless.
What You'll Do
Serve as the primary technical point of contact for Stainless's most strategic customers
Build and maintain strong relationships with technical stakeholders at customer organizations
Investigate, triage, and resolve complex technical issues, coordinating across engineering, product, and support teams
Manage escalations effectively, ensuring customers feel heard and issues are resolved quickly
Track and organize dozens of customer requests, issues, and initiatives across multiple accounts simultaneously
Translate customer needs and feedback into actionable insights for the product and engineering teams
Develop deep expertise in the Stainless platform and stay current with customer use cases
Proactively identify risks to customer satisfaction and work to address them before they escalate
Conversely, also identify areas for expansion for the customer to use new products and services!
Who you are
You have a technical background (engineering, computer science, or similar) and can engage credibly with senior engineers at customer organizations
You have experience in technical account management, customer success, solutions engineering, or support engineering
You excel at building relationships and making customers feel valued and supported
You're exceptionally organized and can juggle multiple complex workstreams without dropping the ball
You have strong technical troubleshooting skills and can investigate issues methodically
You communicate clearly and effectively, both in writing and verbally, with technical and non-technical audiences
You stay calm under pressure and can manage difficult situations with empathy and professionalism
Key Competencies
Customer Happiness: You have a natural ability to keep customers satisfied, engaged, and enthusiastic about working with Stainless
Escalation Management: You handle urgent and sensitive situations with composure, clear communication, and effective problem-solving
Strategic Insight: You can identify patterns in customer feedback and point Stainless toward the right product and service decisions
Organization: You maintain clear tracking of issues, commitments, and relationships across multiple customers
Technical Investigation: You can dig into complex technical issues, ask the right questions, and triage effectively
Benefits
We offer competitive salary and generous equity grants.
Great healthcare coverage options (e.g., fully covered platinum plans).
Paid commuter benefits & similar.
Paid team lunch/meals during workdays.
Flexible PTO plus 3 weeks of company-wide vacation a year (2 weeks in December, 1 week at the end of the summer).
Flexible WFH and 1 month fully remote per year ("remote February").