Technical Customer Success Manager

Warmy.io is a B2B SaaS company solving email deliverability. The Technical Customer Success Manager owns technical escalations, fixes email deliverability issues (SPF/DKIM/DMARC), and manages client accounts.

• Own and close deliverability tickets for your accounts end-to-end - SPF/DKIM/DMARC, warm-up configuration, blacklist and spam-trap issues - without escalating to senior support
• Respond to client technical questions and tickets within 2 business hours
• Send a proactive monthly deliverability health-check (auth status, inbox placement, sending reputation) to your top accounts
• Catch a dropping reputation score or DNS misconfiguration before the client notices, with a same-day fix plan
• Turn technical root causes into 3-4 plain-language sentences a non-technical marketer can actually act on
• Handle churn-risk conversations by digging for the real technical cause and offering a concrete fix - not just accepting the cancellation
• Use Jira, the Warmy dashboard, Postmaster Tools, and MXToolbox live on client calls to back up what you're telling them

• You have hands-on experience configuring and troubleshooting SPF/DKIM/DMARC/BIMI - not just familiarity with the terms
• You have B2B SaaS customer-facing experience and you're comfortable owning technical conversations solo on live client calls
• Your spoken English is strong (4+/5) - you're comfortable presenting technical findings on video calls
• You can explain a root cause to a non-technical person without losing them in jargon
• You investigate before you escalate - you don't guess at causes or pass the problem up the chain
• Experience with ESP infrastructure, IP/domain warm-up, or blacklist remediation
• Experience working a ticketing workflow (Jira or similar) against SLAs
• Prior upsell or expansion motion experience, not just retention

• Real ownership of your portfolio's technical outcomes, not a ticket queue to clear
• A team that moves fast and skips the politics
• Udemy access + conference budget for your growth
• Company gifts and team events
• Competitive compensation - discussed individually
• B2B contract
• Direct access to the Customer Operations and technical leadership - no layers