Scaled CSM (Technical)

WHY MINTLIFY? We're on a mission to empower builders. - Massive reach: Our docs platform serves 70 million+ developers every year and powers documentation for 8,000+ companies, including Anthropic, Cursor, Windsurf, Scale AI, X, and over 20 % of the last YC batch. - Small team, huge impact: We're only 20 people today, backed by $18.5 million in funding, each new hire shapes the company's trajectory. - Culture of slope over y-intercept https://mattrickard.com/hire-slope-not-intercept: We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we're looking to align the two in the coming year. ABOUT OUR SCALED CSM ROLE: This is a technical, customer-facing role designed to develop and implement a tech-enabled success strategy for our scaled customers. This role requires strong technical skills to understand our developer-focused product and build scalable programs that drive adoption and retention using our tech stack and product. This is a high leverage role where you'll be responsible for the health, adoption, retention, and expansion of hundreds of customers while contributing to our product roadmap and company growth. KEY RESPONSIBILITIES - Build and optimize customer journeys for targeted communications and customer health tracking - Analyze product usage data to identify patterns and create targeted success interventions - Leverage data to align customer success efforts with sales activities and account information - Develop technical onboarding materials including code examples and implementation guides - Design automated workflows across our tech stack to scale your impact across our customer base - Create and maintain technical documentation to support self-service success - Host technical webinars and office hours on advanced features and implementation techniques - Improve data-driven health scoring using product analytics and customer engagement metrics - Identify expansion opportunities based on usage patterns and technical adoption signals - Build reporting dashboards that provide visibility into scaled segment health and growth This role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization. REQUIRED TECHNICAL QUALIFICATIONS - Experience in customer-facing technical roles and managing large customer bases - Strong communication skills with the ability to explain technical concepts clearly - Comfortable with prompt engineering and experience with AI/ML applications - Strong eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platform - Experience with web development (HTML, CSS, JavaScript) - Familiarity with Git workflows and version control concepts - Understanding of API documentation and technical writing principles - Experience working with customer data across multiple platforms - Comfortable with product analytics tools - Ability to create automation workflows across customer success tools ADDITIONAL QUALIFICATIONS *nice to have, not required - 3+ years in Customer Success or Technical Account Management - Background in developer tooling, API products, or technical documentation COMPANY BENEFITS: Competitive compensation and equity | Flexible work culture 20 days paid time off every year | Health, dental, vision 401k or RRSP | Free lunch and dinners $420/mo. wellness stipend | Annual team offsite

We're on a mission to empower builders. Massive reach: Our docs platform serves 70 million+ developers every year and powers documentation for 8,000+ companies, including Anthropic, Cursor, Windsurf, Scale AI, X, and over 20 % of the last YC batch. Small team, huge impact: We're only 20 people today, backed by $18.5 million in funding, each new hire shapes the company's trajectory. Culture of slope over y-intercept: We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we're looking to align the two in the coming year.