At a Glance
- Tasks: Drive product adoption and optimise customer experiences with Vena's platform.
- Company: Dynamic SaaS company focused on customer success and innovation.
- Benefits: Flexible working options, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with strong focus on career development and customer advocacy.
- Why this job: Make a real impact by helping customers maximise their use of cutting-edge technology.
- Qualifications: 5+ years in Technical Account Management or Customer Success, preferably in SaaS.
The predicted salary is between 72803 - 98498 € per year.
This is a flexible position and has the option of working in our London office full time, hybrid throughout the week or working entirely remotely. The Technical Adoption Manager is responsible for driving product adoption, ongoing optimization, and the technical health of Vena’s platform for assigned customers following implementation. Leveraging deep product and systems expertise, this role provides hands-on technical guidance to enable effective workflows, resolve configuration and performance challenges, and ensure customers continue to realize value from their Vena solution. This role supports customers with elevated risk, complexity, or churn exposure and owns technical health and adoption outcomes for these accounts. Acting as a trusted advisor, the Technical Adoption Manager partners closely with customers and Account Managers to support evolving business requirements, guide architectural and configuration decisions, and proactively identify risks and opportunities across the customer lifecycle. Through strong ownership of customer health and adoption outcomes, this role plays a key part in maximizing platform usage, supporting renewals and expansion, and mitigating churn through proactive technical enablement.
How You'll Make an Impact
- Drive product usage and enable customers to effectively use their Vena solution to achieve intended business outcomes.
- Partner with customers and internal teams to create and execute adoption plans aligned to Customer Health and Renewal Playbook strategies.
- Shape and guide architectural and configuration changes to help customers fully realize the benefits of the Vena platform.
- Take ownership of adoption and retention-related KPIs, including NRR/GRR, product utilization metrics, and customer adoption score.
- Monitor product usage and customer health signals to identify risks, opportunities for improvement, and areas requiring intervention.
- Manage multiple customer health plans concurrently, ensuring timely delivery of activation, adoption, and value realization initiatives.
- Identify and address adoption challenges by working cross-functionally to deliver effective solutions.
- Serve as a trusted customer advocate and advisor, representing customer needs internally to influence product roadmaps, features, market offerings, and events while also guiding customers on best practices for reporting, planning and budgeting to maximize the platform.
- Lead and coordinate resolution of technical, configuration, and performance-related issues in partnership with Account Managers, Adoption Consultants, and Solution Architects.
- Identify and develop customer advocates while supporting customer education through training sessions, webinars, and enablement initiatives that showcase success stories and drive adoption.
- Travel as needed to client events and on-site engagements.
We'd Love to See
- 5+ years of experience in Technical Account Management, Customer Success, Professional Services, or Technical Consulting within a SaaS organization.
- Experience supporting complex customer environments, high-risk accounts, or retention-focused initiatives; FP&A or Accounting experience preferred.
- Hands-on experience implementing, configuring, or supporting complex SaaS solutions, with the ability to understand and explain end-to-end customer architectures.
- Proven experience leading technical discussions, troubleshooting issues, and guiding solution design or remediation efforts.
- Experience managing a portfolio of customers with a strong track record of delivering high-quality customer outcomes.
- Strong organizational, time management, and prioritization skills, with the ability to manage multiple workstreams and shifting priorities.
- Ability to meet milestones and deadlines while maintaining accuracy, reliability, and attention to detail.
- Comfortable working independently in a self-managed environment while collaborating effectively within cross-functional teams.
- Demonstrated problem-solving skills, including the ability to identify gaps in process or execution and proactively recommend improvements.
- Experience using CRM and Customer Success tools such as Salesforce, Gainsight, or similar platforms.
Technical Customer Success Manager employer: Vena Solutions
Vena is an exceptional employer that prioritises employee growth and well-being, offering flexible work arrangements in the vibrant city of London. With a strong focus on collaboration and innovation, employees are empowered to drive product adoption and customer success while enjoying a supportive work culture that values their contributions. The company provides ample opportunities for professional development, ensuring that team members can thrive in their careers while making a meaningful impact on customer outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Vena on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Vena’s platform. Understand its features and how they solve customer problems. This will help you showcase your expertise and show that you're ready to hit the ground running.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven product adoption or resolved technical issues in the past. This will demonstrate your hands-on experience and problem-solving abilities.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement about the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Technical Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Technical Account Management and Customer Success. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Technical Skills:Since this role involves a lot of technical guidance, be sure to mention any hands-on experience you have with SaaS solutions. We love seeing candidates who can explain complex architectures and have a knack for troubleshooting!
Highlight Your Customer-Centric Approach:As a Technical Customer Success Manager, being a trusted advisor is key. Share examples of how you've successfully partnered with customers to drive product adoption and resolve issues. We’re all about building strong relationships!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Vena Solutions
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of Vena’s platform and its features. Familiarise yourself with common technical challenges customers face and think about how you would address them. This will show your potential employer that you're not just interested in the role, but also in helping customers succeed.
✨Prepare for Technical Scenarios
Expect to discuss real-life scenarios where you had to troubleshoot or guide customers through complex issues. Prepare specific examples from your past experience that highlight your problem-solving skills and ability to manage customer relationships effectively. This will demonstrate your hands-on expertise and readiness for the role.
✨Showcase Your Customer-Centric Approach
As a Technical Customer Success Manager, your focus should be on customer health and adoption. Be ready to share how you've previously driven product usage and supported customers in achieving their business outcomes. Highlight any metrics or KPIs you've managed, as this will resonate well with the interviewers.
✨Ask Insightful Questions
Interviews are a two-way street, so prepare thoughtful questions about the company’s approach to customer success and how they measure adoption and retention. This not only shows your interest in the role but also helps you gauge if the company aligns with your values and career goals.
