Technical Customer Success Manager (CSM)
This role is ideal for individuals who thrive in a customer-facing, data-driven, and revenue-focused environment while also possessing a strong technical background in workflow configurations, SaaS solutions, and integrations.
About the Opportunity
As a Technical CSM, you will become an expert in our highly configurable no-code platforms, helping customers implement and optimize Scoop’s Central Operations Hub (COH), GLOO Cloud Integration Platform (iPaaS), and LOOXY Business Intelligence & Analytics (BI) solutions.
This revenue-generating role involves managing a book of business, ensuring high customer satisfaction, driving renewals and expansions with support from our Customer Growth Manager, and proactively mitigating churn with data-driven insights. Post-sales, you will own customer health metrics and identify upsell opportunities.
You will also play a key role in pre-sales, providing technical consulting during the pre-contract phase to improve sales outcomes and ensure a seamless transition from sales to implementation.
A proactive mindset is essential—you will actively monitor accounts, identify opportunities, and consistently add value in every interaction, whether through a check-in email or an all-team customer meeting.
This high-impact role offers advancement opportunities in senior consulting, technical project management, or leadership based on performance.
💰 OTE Range: $70K-$105K commensurate to CS performance
Responsibilities
- Work with the sales team to assess customer needs, provide technical insights, and design high-level solutions both pre-and post-sale.
- Manage a book of business, ensuring customer retention, expansion, and overall success.
- Drive renewals and upsell conversations, identifying opportunities to increase ARR (Annual Recurring Revenue).
- Own the configuration and implementation process for customers, ensuring successful deployment and optimization of Scoop’s platforms.
- Guide new customers through onboarding, providing best practices, technical setup, and workflow optimization.
- Translate business needs into technical workflows, automation, and platform configurations, ensuring seamless adoption.
- Troubleshoot and optimize workflows, advising on key integrations and system efficiencies using strong analytical and problem-solving skills.
- Maintain high customer satisfaction through proactive engagement, technical consultation, and issue resolution.
- Conduct training sessions and technical workshops to drive customer adoption and maximize platform utilization.
- Collaborate with Sales, Product, and Engineering teams to refine customer experience and advocate for feature enhancements.
- Monitor customer health scores, platform usage data, and engagement trends to identify risks and opportunities.
- Use analytics and reporting to drive insights, improve customer experience, mitigate churn, and enhance retention and growth.
Qualifications & Experience
- 3+ years in a technical customer-facing role with experience in customer success, solutions consulting, implementation, or business analysis within a SaaS environment
- Degree in a technical or analytical field such as Engineering, Computer Science, Mathematics, or Business Analytics preferred
- Hands-on experience with configuration and implementation of SaaS platforms, workflow automation tools, CRM, ERP, or integration solutions
- Strong ability to map workflows, analyze data structures, and translate business needs into technical solutions
- Experience managing a book of business, driving renewals, expansions, and revenue growth
- Excellent communication and stakeholder management skills, with the ability to deliver concise, value-driven messaging in a remote-first environment
- Strong problem-solving and troubleshooting abilities, proactively identifying and addressing technical and business challenges
- Comfortable working cross-functionally with sales, product, and engineering teams to drive customer outcomes
- Data-driven mindset with experience using analytics and reporting to monitor customer health, engagement, and retention
- Thrives in a fast-paced, high-growth environment with a continuous improvement mindset
Bonus Skills & Experience
- Experience in solar, renewable energy, or field service industries.
- Familiarity with integration platforms (iPaaS), business intelligence tools, or API-based solutions.
- Prior work in customer onboarding, implementation consulting, or technical support for SaaS products
Join us in shaping the future of renewable energy technology.
Frequently Asked Questions About Scoop
Who is Scoop and what's our mission?
Scoop is on a mission to empower the renewable energy & electrification revolution by helping solar and renewable energy companies scale efficiently. Our no-code Central Operations Hub streamlines operations automates workflows, and integrates seamlessly with existing tools. Purpose-built for field operations teams, Scoop enables businesses to accelerate growth while maintaining operational efficiency & profitability.
What compensation and benefits are offered for this role?
- Competitive salary & on-target earnings (OTE).
- Fully remote work from a fixed home office.
- Health, dental, and vision insurance (Canada only)
- Health and wellness spending account.
- Professional development opportunities.
- Collaborative and innovative work environment.
Can you tell me about the company culture and work environment?
- Passionate entrepreneurial driven team with a clear mission.
- A work environment that values you individually and your contribution as a team member.
- The opportunity to be a part of a growing world-class team pushing the limits of technology, renewables and business strategy.
- A culture and management style rooted in transparency, empathy, personal responsibility and team accountability.
- Space to be creative, experiment and innovate.
- Massive career growth and advancement opportunity as the team grows rapidly.
