Technical Customer Success Manager

TL;DR — Who We’re Looking For

We’re looking for someone who combines Customer Success experience with a technical / Solutions Engineering mindset. You know how to manage customer relationships, understand their goals, and drive adoption and value.

At the same time, you’re technical and hands-on — comfortable getting your hands dirty configuring solutions, building workflows, working with integrations and APIs, and figuring things out yourself rather than always handing them off to R&D.

We don’t need you to have years and years of experience or check every box. We care about technical curiosity, problem-solving, customer instincts, ownership, and a passion for AI, building, and learning fast.

We’re looking for a technically minded, AI-forward Customer Success Manager to help customers build AI-first customer programs and maximize value from the Base platform through a combination of strategic guidance, workflow design, platform configuration, and hands-on solution delivery.

This role sits at the intersection of Customer Success, Solutions Consulting, and implementation. You'll help customers identify opportunities for AI-powered scale and growth, design solutions, launch new use cases, and continuously expand the value they receive from the platform.

What You'll Do

Customer Success & Solutions

• Manage a portfolio of  customer accounts
• Understand customer goals, workflows, and business objectives
• Drive adoption, value realization, and long-term customer success
• Identify opportunities to improve customer outcomes through new AI insights, Agents, workflows, modules, and use cases
• Act as a trusted advisor and partner to customer stakeholders
• Train and enable customers on platform capabilities and best practices
• Innovate and help companies create GOAT-level customer programs and experiences. 

Solution Design & Implementation

• Design customer experiences and programs with our vibe-coding studio and agentic /standard workflows and automations within the platform
• Independently lead basic integrations, smaller implementations, module launches, and expansion projects
• Partner with onboarding  resources on larger or more complex deployments, and with R&D teams when advanced technical support is required

Scalable Customer Operations

• Leverage AI tools and automation to increase productivity and customer impact
• Identify Customer Success Qualified Leads (CSQLs) and expansion opportunities
• Surface customer feedback, product gaps, and emerging use cases to internal teams
• Contribute ideas that help scale customer success operations through AI and automation

What We're Looking For

• 3+ years of experience in Technical Customer Success, Solutions Consulting, Professional Services, Solutions Engineering, Technical Account Management, or similar customer-facing roles in tech companies.
• A blend of technical expertise (integrations, CRM implementation, software configuration) and project management skills
• Strong consultative problem-solving skills and the ability to translate customer goals into practical solutions
• Strong communication skills and confidence working directly with customers
• Comfortable operating independently in a fast-moving environment
• Curious, proactive, and eager to learn new technologies and use cases

• Experience with customer marketing, advocacy, community, scaled/digital CS program, or RevOps/CSOps- a plus! 

Location

• US-based 
• Minimal travel required

About Base.ai

Base is an AI Customer Engagement platform that helps B2B companies create a Customer-led Growth (CLG) framework through AI-powered lifecycle experiences and customer activation. By providing AI-driven journey tracking, automation, insights, and personalized journeys, our platform helps companies focus on their customer base and the best next action for each customer, while attributing growth to strategic customer activations. Trusted by leading global companies, including Broadcom, Adobe, SAP, NiCE, Okta, Fortinet, and 150+ others, Base helps companies shift from broken customer experiences to holistic lifecycle engagement that directly drives revenue growth.

We move fast, leverage AI across every aspect of our work, and are customer-obsessed as we continue building a product that helps our customers grow better with CLG, generate value daily, and save time.