Technical Success Manager

Description

Ushur delivers the world's first Customer Experience Automation platform purpose-built for regulated industries. Designed to enable seamless self-service, Ushur infuses intelligence into digital experiences to create more delightful and impactful customer interactions. Backed by robust compliance-ready infrastructure and enterprise-grade guardrails, Ushur powers vertical AI Agents tailored for healthcare, financial services, and insurance. With rapid, codeless deployment and flexible capabilities for both IT and business teams, enterprises can transform customer and employee journeys at scale-achieving faster time-to-value and better outcomes.

About the Role

The Technical Success Manager (TSM) role at Ushur combines deep technical acumen with strategic customer partnership. As Ushur continues to lead as an AI-native company, TSMs are the bridge between product expertise and customer success strategy, driving adoption, expansion, and advocacy for our most strategic customers.

Unlike traditional CSMs, TSMs function as trusted technical advisors while also being relationship owners-operating at the intersection of solution engineering, delivery management, and customer success. This is Ushur's version of a GTM Engineer, designed to meet the needs of enterprises navigating a world where AI is rapidly reshaping SaaS.

You'll work closely with enterprise customers to map business processes to Ushur's AI-powered capabilities, manage complex solution implementations, and ensure that customers derive maximum value from their investment.

For individuals located within 50 miles of our office in Santa Clara this is a hybrid role with a 2-3 day in office expectation.

Responsibilities

Strategic Customer Partnership

• Act as the primary post-sales point of contact for assigned enterprise accounts.
• Build and maintain executive-level relationships with customer sponsors, champions, and technical stakeholders.
• Drive value realization and ensure positive business outcomes for customers, directly influencing retention and expansion.
• Partner with Account Executives, Solution Engineers, and Product teams to create a seamless, unified customer journey.

Technical Leadership & Solution Enablement

• Map customer processes, data flows, and architectures to Ushur's capabilities and platform data model.
• Lead POCs, pilots, and solution delivery for strategic customers.
• Act as the voice of technical authority during onboarding and expansion phases, collaborating closely with Product, Engineering, and Professional Services.
• Provide hands-on guidance to customers on AI-powered workflows, automation design, and advanced configurations.
• Translate customer requirements into scalable technical solutions and ensure alignment with enterprise architecture.

Customer Advocacy & Value Realization

• Monitor key success metrics and proactively recommend strategies to maximize ROI.
• Drive adoption of new AI-powered product features and coach customer teams on best practices.
• Partner with customers to co-create roadmaps that unlock incremental value, revenue growth, and expansion opportunities.
• Act as the customer advocate internally, channeling feedback into Product, Engineering, and Executive teams to influence roadmap priorities.

Enablement & Evangelism

• Enable customer teams to self-serve through training, documentation, and workshops.
• Lead executive business reviews, technical workshops, and innovation sessions showcasing Ushur's AI-native capabilities.
• Identify opportunities for customers to act as Ushur advocates via case studies, testimonials, or speaking engagements.

Qualifications

Required Experience

• 8-10 years of combined Customer Success, Solution Engineering, or Technical Delivery Management experience in SaaS companies (must have).
• 5+ years managing complex enterprise relationships with 7-8 figure annual contracts (must have).
• Strong background in technical implementation, workflow automation, or AI-powered SaaS solutions.
• Proven ability to work directly with VP and C-level executives across both business and IT.
• Expertise in managing cross-functional internal resources and orchestrating seamless execution across multiple projects.

Preferred Experience

• Prior experience as a Solution Engineer, Delivery Manager, or Technical Architect.
• Exposure to AI/ML-based platforms, automation frameworks, or no-code/low-code solutions.
• Familiarity with cloud-native architectures, API integrations, and enterprise data models.

Skills & Mindset

• Exceptional strategic thinking combined with hands-on technical problem-solving.
• Comfortable navigating ambiguity and operating effectively in a fast-paced, high-growth environment.
• Passion for AI-first technologies and curiosity to explore emerging capabilities.
• Excellent communication, executive facilitation, and stakeholder management skills.
• Ability to travel up to 25-40% for strategic engagements.

AI-First Mindset & Enablement

As an AI-first company, Ushur encourages all team members-across every function-to embrace the opportunities AI brings to our work and our customers. We're building a culture where continuously deepening our understanding of AI technologies and their practical applications is part of how we grow and deliver value.

Team members are expected to leverage AI tools to enhance productivity, collaboration, and customer outcomes-and to support the adoption of Ushur's AI-powered capabilities wherever they can drive impact. The ideal candidate is curious, adaptable, and proactive in exploring how AI can transform the way we work.

Our Approach to AI in the Interview Process

We encourage candidates to use AI tools throughout our interview process. We expect you to - it reflects how we work at Ushur. What we're evaluating is your original thinking: your ability to diagnose problems, form a point of view, and defend it. AI should sharpen and support your ideas, not replace them. If we ask what you think, we want to know what you think.

Compensation Range

The base salary for this role ranges from $125,000 to $135,000, with an annual target bonus of 10% of base salary. Compensation also includes equity in the form of stock options. Actual compensation may vary based on experience, skills, and location.

Why Join Us?

Thriving Company Culture. At Ushur, we foster a values-driven culture that prioritizes respect, inclusion, and collaboration. We empower every individual to thrive, contribute innovative ideas, and make a meaningful impact in a supportive and dynamic environment.

Bring Your Whole Self to Work. We celebrate diversity and believe that innovative ideas thrive in an inclusive environment where every team member is valued. As a dynamic start-up, we recognize that every individual makes a significant impact.

Rest and Recharge. Take advantage of unlimited PTO, paid holidays (10 holidays + full week off at the end of December), and more to prioritize your well-being and maintain balance.

Comprehensive Health Benefits. We've got you covered with health, dental, and vision plans tailored to meet the needs of you and your loved ones, plus additional offerings like life insurance, accident coverage, and more.

Invest in Your Future. We provide a 401(k) plan to support your retirement savings and stock options to give you a stake in our company's success and growth.

Embrace Growth. One of our core values is Growth Mindset - we believe in lifelong learning. We offer opportunities to support your development, including assistance with certifications and continuing education related to your role at Ushur.

Flexible Work Options. We understand the importance of flexibility. For employees based near our HQ, we offer a hybrid work model that balances collaboration and autonomy. Fully remote roles are available for employees located outside of the HQ area, ensuring everyone can thrive in an environment that works best for them.

Ushur is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local laws.