Technical Customer Success Manager (SaaS)
At a glance
Mid-level Customer Success role at Hire Hangar. Remote, South Africa · contract.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide customers from initial setup through renewals, keeping their progress and outcomes on track
- Turn customer requests into clear workflows, documented procedures, and specific service actions
- Use platform data, reports, and integrations to support measurable customer discussions
- Resolve problems early, set expectations clearly, and coordinate technical delivery with internal teams
- Collect customer feedback, success examples, and ideas for improving service delivery
What you bring
- Bring two to four years in customer success, technical account management, or SaaS support
- Understand SQL and Python well enough to discuss queries, logic, and data movement
- Have worked for a technology or SaaS business and previously supported U.S. or UK customers remotely
- Use remote collaboration software confidently, including Slack, Zoom, Google Workspace, and Asana or comparable tools
- Communicate confidently with customers and approach work in a structured, detail-focused way
Who this fits
This role suits someone comfortable combining customer guidance, technical conversations, and operational follow-through. You will work remotely during U.S. time zones, with core availability aligned to EST, and report to executive leadership. The application requires a recorded video, and the position is offered on a contractor basis.
From the employer
Join Hire Hangar and work with fast-growing global companies while building a long-term career.
Job Title: Technical Customer Success Manager (SaaS)
Location: Remote
Time Zone: U.S. Time Zones (EST–PST), core hours aligned to EST
Reports To: Executive Leadership
Role Overview
The Technical Customer Success Manager ensures clients achieve measurable outcomes through a technology-driven podcast and content distribution service. This role is ideal for someone who enjoys working at the intersection of clients, technology, and operations. You will guide clients through onboarding, adoption, and ongoing success while leveraging technical knowledge to support scalable, repeatable service delivery.
Key Responsibilities
Manage the full customer lifecycle from onboarding through renewal
Act as a trusted advisor, combining business context with technical understanding
Translate client needs into documented processes, workflows, and service actions
Support data-driven conversations using platform metrics, reports, and integrations
Proactively resolve issues and manage expectations with clarity and professionalism
Partner with internal teams to align technical execution with client goals
Capture feedback, success stories, and opportunities for continuous improvement
Required Qualifications
2–4 years of experience in customer success, technical account management, or SaaS support
Foundational knowledge of SQL and Python, with the ability to discuss logic, queries, or data flows
Experience working within a tech or SaaS company environment
Non-negotiable: Prior remote work experience, strong command of remote collaboration tools (Slack, Zoom, Google Workspace, Asana or similar), and experience supporting U.S. or UK-based clients. Candidates without this background will not be considered.
Strong communication skills and confidence in client-facing interactions
Detail-oriented with a structured, systems-focused mindset
Preferred Qualifications
Background in marketing agencies, martech, or content platforms
Experience with automation tools, CRM customization, or reporting
Familiarity with podcasting, content production, or B2B services
Tools & Technology
HubSpot CRM or equivalent
SQL, Python (working knowledge)
Slack, Zoom, Calendly
Zapier or automation platforms
Please NOTE
It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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