Technical Customer Success Manager (1-3 years) - B2B SaaS

Troopr Labs | Remote | US Hours / Night Shift | 1-3 Years | Full-Time Product:

Enjo.ai — Enterprise AI for Service & Support Automation

About Troopr Labs We build AI products for modern enterprises. ~30-person team. Bootstrapped and profitable. Our products are used by 100,000+ users at companies like Starbucks, Netflix, Snowflake, and Spotify. Enjo is an AI-first support automation platform for employee and customer support — including AI Agents, AI Answers, AI Ticketing, AI Actions, and enterprise-grade support workflows.

The Role You will own customer success after implementation: onboarding, adoption, customer health, first-level technical support, escalations, retention readiness, and ongoing value realization. This is not a sales role and does not carry a sales target. We're looking for someone who can go deeper than relationship management. You should be able to understand the product, customer workflows, integrations, configuration issues, AI agent behavior, and support automation outcomes well enough to diagnose problems, guide customers, and work effectively with Product and Engineering.

What You'll Do Customer onboarding, implementation, and rollout activities. Own day-to-day customer success, adoption, health, and engagement. Build strong relationships with customer stakeholders and become a trusted advisor. Drive time-to-value and successful adoption of Enjo AI Agents. Understand customer support workflows and translate them into effective Enjo usage. Monitor usage, customer health, risks, adoption gaps, and customer sentiment. Run customer check-ins, success reviews, and escalation follow-ups. Provide first-level technical support and troubleshoot customer issues. Triage issues across configurations, workflows, integrations, data, AI responses, and product behavior. Collaborate with Product, Engineering, and Support teams to resolve customer issues quickly. Identify expansion opportunities and share relevant insights internally. Contribute to customer success processes, onboarding playbooks, and operational improvements.

What We're Looking For Must-Have 1-3 years in Customer Success, Technical Account Management, Account Management, or similar SaaS customer-facing roles. Experience managing enterprise customers in a B2B SaaS product company. Experience leading customer onboarding and implementation programs. Strong technical aptitude with SaaS products. Ability to understand workflows, integrations, configurations, and customer use cases deeply. Experience troubleshooting customer issues and coordinating resolutions across teams. Strong written and verbal communication skills. Customer-first mindset with strong relationship management abilities. Experience working independently in a remote environment. Comfortable working US business hours / night shift.

Success Looks Like Customers adopt Enjo actively and confidently. Onboarding is smooth, measurable, and repeatable. Time-to-value improves across new customers. Customer health is proactively monitored and risks are identified early. Technical issues and escalations are resolved through strong internal coordination. Customers clearly understand and realize the value Enjo delivers. Customer relationships remain strong through regular engagement and support. Enjo's customer success processes and operating rhythm become stronger because of your contributions.

Why This Role You'll work on real enterprise AI products used by large companies — not demos or proof-of-concepts. You'll help customers transform support operations using AI. Small team, direct ownership, fast cycles. No bureaucracy. Close collaboration with founders, Product, Engineering, and Support. Strong opportunity to grow into broader Customer Success ownership as the company scales. Remote-first culture.