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Technical Success Manager

Remote
About the Company:
 
FastSpring is the world’s leading ecommerce platform for SaaS/Software, gaming, and digital product companies. Our product hosts over 10 million transactions per year, powering sales growth for more than 3,500 companies in over 200 countries, using every major currency. We pride ourselves on being an innovative company with an entrepreneurial culture, growth mindset, global influence, and profitable operations.
 
We are committed to building an inclusive work environment, and we invest in our employees by helping team members grow and develop professionally. We are developers, technologists, and business professionals who are globally-minded, customer-focused, and driven by constant innovation.
 
Founded in 2005, FastSpring is a privately owned company headquartered in Santa Barbara with offices in Amsterdam, Austin, Belfast and Halifax.

Position: 

We are seeking a Technical Success Manager to own long-term client relationships with FastSpring's most technically sophisticated, high potential clients. These are businesses who have advanced technical, product or operational complexity and play a key strategic role in FastSpring's present and future success. This role will serve as the primary owner of these accounts, with ownership over both the technical and business elements of the relationship. FastSpring is looking for a candidate who can act as a hands-on technical partner, able to invest in fully understanding our customer's business and integration, and maintain highly engaged customer relationships. 

This is a key role in a new team, complementing an existing Customer Success department. This position will also work closely with FastSpring's Customer Success Engineering team, and collaborate with them in their work with a broader range of managed clients.

Independent and proactive problem-solving is expected, with a high degree of organization, creativity and end-to-end responsibility. The candidate will work cross-departmentally, representing our customers in conversations with key internal departments such as Product, Engineering, Marketing, Sales, etc. The customers the Technical Success team work with have close relationships with FastSpring's leadership, and consequently the TSM role will work closely with executive level leadership. 

This position reports to the Senior Manager of Technical Success and is based in Dublin, Ireland. The FastSpring Sales department has an office in Dublin, and while some time spent with that team is encouraged, remote working is allowed and there is no obligation to work on location. The candidate is expected to be able to occasionally travel onsite to client location, or to internal events internationally.

Responsibilities:

  • Serve as the primary relationship manager and contact for FastSpring's more technically sophisticated and engaged clients. These are accounts that require a high degree of ownership, collaboration and a deep understanding of their business and solution end-to-end. The focus of this role is fully owning the relationship with these clients on a day-to-day basis.
  • Provide actionable guidance, solution recommendations, integration and domain expertise, and proactive technical leadership.
  • Connect technical needs to business outcomes, ensuring that technical engagement and solutions directly support long-term customer revenue goals and growth.
  • Translate client technical requirements or challenges into short-term Product & Engineering feature requests or bug fixes as well as long-term input into FastSpring's strategic roadmap.
  • Collaborate with the broader Customer Success Engineering and Customer Success teams in their client work, leveraging each other's experience and expertise to support clients. Share best practises and technical insights to strengthen the Customer Success team as a whole.
  • Proactively identify, forecast and progress commercial opportunities with FastSpring's managed clients.
  • Lead executive business reviews on a regular cadence with clients.
  • Operate cross-departmentally, working closely with FastSpring's Success, Support, Sales, Marketing, Finance, Product and Engineering departments.

Qualifications & Experience:

  • 3–5 years in a customer-facing technical role (TAM, TSM, or Sales Engineering), ideally in a B2B SaaS environment.
  • Communication: proven ability to translate complex technical concepts to non-technical stakeholders (and vice versa). Strong internal communication skills are a must, especially using online collaboration tools such as Slack and email.
  • Problem Solving: ability and mindset to creatively and quickly investigate issues, problems or to test out suggestions before presenting to a customer or before escalating to FastSpring's engineering team. Candidates must be comfortable using logs, writing quick test code, investigating API responses and troubleshooting independently.
  • Project Management: experience managing multiple projects or accounts simultaneously with a high degree of organization.
  • Data literacy: experience building and working with data queries, pulling and analysing reports and data, deriving insights and compelling narratives from that data to share with clients (or internal stakeholders).

Tools & Technology:

Required:

  • Front-end: HTML, CSS, JavaScript required; SPA experience (ReactJS, Vue, etc).
  • Back-end / APIs: should be comfortable with server-side development: webhook listeners, API calls, experience with at least one back-end framework such as Node.js, PHP, .NET, etc.
  • Productivity & Collaboration: Slack, Google Workspace, Zoom (or equivalent tools.
  • Analytics/Data: Looker, SQL or other equivalent business intelligence/data analysis tool or language.

Nice to have:

  • Payment domain knowledge: familiarity with payments landscape and payment methods, card processing, transaction lifecycle, fraud, 3DS, tokenisation, subscription management, compliance, etc.
  • Business & Engineering Tooling: Salesforce, Gong, Jira, Confluence
  • eCommerce & Analytics: payment gateways, Google Analytics/Google Tag Manager

AI: confident but considered usage of LLM AI systems to enhance work, research, investigate issues, expedite development, etc.

About the Company:

FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

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