Joining our TAM organization, you will spearhead a first-of-its-kind digital engagement tier at Evinced - a scaled, digital-touch model built to ensure the long-term success of our customers.
This is a hands-on, customer-facing position that blends technical expertise with strong relationship management.
Youll serve as a trusted technical advisor - blending proactive account health and usage monitoring with hands-on support for customer implementations and optimization of our accessibility solutions. Youll onboard & guide customers through complex technical challenges, help them maximize the value of our products, and influence product direction through real-world customer feedback.
You'll be joining a team of highly skilled technical professionals passionate about solving hard problems and making a meaningful impact.
Your Impact
Own the health of a large portfolio of customers in a (mostly) digital engagement model, making sure product usage is healthy and customers are happy and getting the best of our value.
Proactively monitor account-health signals (usage, adoption, tenant health) and raise flags on churn risk early.
Run scaled engagement: one-to-many communications, targeted check-ins, schedule user interviews, and self-service resources.
Drive adoption and time-to-value across your book through proper onboarding and enablement.
Own a portion of the support tickets for your customers, resolving what you can and escalating cleanly, both to deepen your technical knowledge, understand customers' pain, and to relieve load on the Support team.
Partner with TAMs, Account Executives, Support, Engineering and Product to surface at-risk accounts and hand off expansion signals to the Account Executives.
Help build the digital engagement playbook, templates and knowledge content as the tier is created from scratch.
Requirements: 1-3 years in a customer-facing technical or Customer Success role in B2B SaaS (TAM, CSM, support engineer or solutions).
A technical foundation: comfortable reading code and navigating web and mobile development environments, and eager to learn testing frameworks.
Embrace an AI-first approach utilizing cutting-edge tools. We seek a technical professional comfortable with advanced AI integration (beyond basic generative AI chat) who thrives on continuous learning and rapid scaling.
Data-oriented: comfortable reading usage and adoption dashboards and turning signals into action.
Strong written communication for scaled, digital engagement, and organized self-management across a large book of accounts.
Proactive, flag-raising mindset; comfortable being the customer voice and pushing for desired outcomes with light process in a fast-paced startup.
Fluent English, written and verbal.
This position is open to all candidates.