Technical CSM

📌 Core Information

🔹 Job Title: Technical Customer Success Manager (Technical CSM)

🔹 Company: Port

🔹 Location: Israel

🔹 Job Type: Remote

🔹 Category: Technology, Information and Internet

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Guiding customers from onboarding through adoption of Port's Internal Developer Portal.
• Serving as the primary point of contact to ensure customer success and satisfaction.
• Collaborating closely with cross-functional teams to facilitate seamless customer experiences.
• Identifying and pursuing opportunities for expanding customer accounts.

ASSUMPTION: The role demands a strategic mindset combined with technical expertise. The focus is on maximizing customer engagement and leveraging the platform's capabilities. These insights are based on the typical expectations for a Technical CSM role in the SaaS industry.

📋 Key Responsibilities

✅ Act as the primary point of contact for customers, understanding their technical needs, challenges, and business objectives to develop bespoke success strategies.

✅ Monitor technical health indicators within customer accounts, proactively addressing issues to ensure ongoing satisfaction and success.

✅ Forge and maintain strong relationships with key stakeholders, positioning yourself as a trusted advisor for all matters related to Port.

✅ Lead strategic initiatives, including tailored onboarding programs and adoption strategies, to align with customer goals.

✅ Serve as a liaison between customers and internal teams (Sales, R&D, Marketing), advocating for customer needs and fostering collaborative solutions.

✅ Collaborate with Account Executives to identify and pursue expansion opportunities, contributing to account growth and retention.

ASSUMPTION: Responsibilities include not only day-to-day customer interactions but also strategic planning and execution of initiatives. This assumption is based on the comprehensive list of tasks typically associated with customer-facing roles in technical fields.

🎯 Required Qualifications

Education: Not specified, but a technical degree may be advantageous.

Experience: 5+ years in technical customer-facing roles such as Technical CSM, Technical Account Manager, or similar positions.

Required Skills:

• Technical expertise with developer tools, CI/CD practices, and cloud infrastructure.
• Robust problem-solving abilities.
• Excellent communication and organizational skills.

Preferred Skills:

• Experience in SaaS industry customer success roles.
• Ability to manage and prioritize tasks in flexible environments.

ASSUMPTION: Skills highlighted are critical due to the technical nature of the role and its focus on client engagement and operational excellence. These assumptions are derived from standard expectations within high-growth tech startups.

💰 Compensation & Benefits

Salary Range: Not specified, but likely competitive within the tech industry in Israel.

Benefits:

• Flexible remote work arrangement.
• Opportunity to work within a dynamic and innovative tech environment.
• Potential for professional growth and development.

Working Hours: 40 hours per week, with potential for flexibility given the remote nature.

ASSUMPTION: Benefits and compensation align with industry standards for similar positions in remote tech roles, emphasizing flexibility and growth opportunities.

📌 Applicant Insights

🔍 Company Context

Industry: Technology, Information and Internet

Company Size: 11-50 employees, suggesting a close-knit environment with ample opportunities for impact.

Founded: Not specified, indicating a potential startup or scale-up stage.

Company Description:

• Focus on developer productivity and software quality through innovative platforms.
• Specialization in internal developer portals tailored for engineering managers.
• Commitment to driving change in development processes across industries.

Company Specialties:

• Developer Tools
• Software Optimization
• Platform Engineering

Company Website: https://port.app

ASSUMPTION: Based on typical tech company descriptions, Port focuses on cutting-edge software solutions tailored toward developer needs. This assumption includes an emphasis on workplace innovation and employee development.

📊 Role Analysis

Career Level: Mid to Senior level, catering to experienced professionals.

Reporting Structure: Likely reports to a Customer Success Director or VP.

Work Arrangement: Completely remote with potential occasional need for office visits.

Growth Opportunities:

• Advancement into leadership roles within customer success.
• Opportunities to influence product development through direct customer feedback.
• Potential for cross-departmental projects and initiatives.

ASSUMPTION: Growth and role advancement are likely given the company's innovations in technology and its commitment to customer success. These insights are typical for remote roles in expanding tech companies.

🌍 Location & Work Environment

Office Type: Virtual office setup supporting remote collaboration.

Office Location(s): Primarily based in London with operations in other regions.

Geographic Context:

• Central office location in a major city facilitating strong business operations.
• Proximity to significant tech markets in Europe and beyond.
• Access to a broad and culturally diverse workforce.

Work Schedule: Flexible, accommodating various time zones due to remote work structure.

ASSUMPTION: The remote nature of the job allows flexibility in working hours and possible interaction with international teams. This assumption is standard for global tech companies with a decentralized workforce.

💼 Interview & Application Insights

Typical Process:

• Initial screening interview with HR or recruitment team.
• Technical assessment or problem-solving test.
• Interviews with team leads and potential coworkers.

Key Assessment Areas:

• Technical proficiency and problem-solving abilities.
• Communication skills and customer engagement experience.
• Strategic thinking and capacity to drive account growth.

Application Tips:

• Highlight relevant technical skills and prior experience with developer tools.
• Demonstrate your ability to manage and grow customer relationships.
• Present clear examples of previous success stories and strategic initiatives.

ATS Keywords: Technical Customer Success, Developer Tools, Customer Engagement, Strategic Growth

ASSUMPTION: The recruitment process and assessments seem to focus heavily on technical expertise and customer relationship management capabilities. This assumption aligns with industry practices for high-tech customer-facing roles.

🛠️ Tools & Technologies

• Internal Developer Portals
• Cloud Infrastructure
• CI/CD Tools

ASSUMPTION: Candidates are expected to have familiarity with these technologies as they are core to the services Port offers. This assumption is based on the role’s focus on technical proficiency.

👔 Cultural Fit Considerations

Company Values:

• Innovation and Excellence
• Customer Centricity
• Collaboration and Teamwork

Work Style:

• Proactive and solution-oriented
• Agile and adaptable to change
• Empathetic and communicative in customer interactions

Self-Assessment Questions:

• How do you handle technical challenges in customer-facing roles?
• What strategies do you employ to enhance customer success?
• Can you give examples of when you turned customer feedback into actionable improvements?

ASSUMPTION: Candidates are expected to align with the company's values of innovation and collaboration. This assumption draws from typical expectations within dynamic tech environments.

⚠️ Potential Challenges

• Balancing technical depth with customer relationship skills.
• Navigating complex customer queries with limited information.
• Managing expectations in an evolving tech landscape.
• Ensuring seamless collaboration across remote teams.

ASSUMPTION: Potential challenges are likely rooted in remote work dynamics and the technical complexities of managing developer tools. These assumptions are standard in similar roles frequently seen in tech startups.

📈 Similar Roles Comparison

• Similarities with Technical Account Management roles in SaaS.
• Shares responsibilities with Customer Success Manager roles focused on tech products.
• Comparably requires familiarity with CI/CD and cloud infrastructure tools.

ASSUMPTION: Comparisons are based on overlapping skill sets and responsibilities seen in tech-focused customer success roles. These assumptions are aligned with industry roles commonly found in tech businesses.

📝 Sample Projects

• Developing customized onboarding solutions for large-scale clients.
• Designing strategic growth plans leading to increased platform adoption.
• Implementing feedback systems that directly influence product development.

ASSUMPTION: Sample projects illustrate potential initiatives a candidate might lead, focusing on strategic customer engagements and technical expertise. These assumptions are based on common responsibilities in similar roles.

❓ Key Questions to Ask During Interview

• What specific challenges have current CSMs faced in transitioning clients to the Port platform?
• How does the company measure success for this role?
• What opportunities exist for professional growth within the CSM team?
• Can you describe the typical customer profile currently using Port's services?
• What is the company's strategic plan for product development in the next year?

ASSUMPTION: Questions are designed to gauge strategic alignment with company goals and personal growth potential. This assumption is derived from typical inquiries potential candidates may pose during interviews for roles with strategic and technical demands.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the company’s official careers page.
• Prepare your resume to highlight relevant technical and customer-facing experience.
• Draft a cover letter emphasizing your strategic and problem-solving abilities.
• Research the company's values and align your application accordingly.
• Be ready to discuss specific past experiences and outcomes during the interview process.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.