Technical Customer Success Manager

Location: Austin, TX

Working arrangement: Mostly remote, with one to two days per week working together in person encouraged.
Compensation: $90,000 - $100,000 base salary + variable compensation of up to $20,000 tied to customer retention.
Reports to: Senior Director of Operations

About Mio 

Mio enables chat and file sharing interoperability for teams powered by Google and Microsoft. We work with customers navigating complex technology environments to make collaboration easier for their employees.

The opportunity

We’re hiring a Technical Customer Success Manager to help our customers get lasting value from Mio.

You’ll own the customer relationship after deployment, helping customers grow adoption, overcome obstacles, and approach renewal with a clear understanding of the value Mio delivers. You’ll build relationships with IT administrators & executive sponsors and develop the technical knowledge to investigate issues and support customers confidently.

This is a hands-on opportunity to shape how customer success works at Mio. You’ll manage accounts directly while building the practices, documentation, and customer insights that support a growing business. You’ll work closely with company leadership, Product, Engineering, Sales, and Operations.

What you’ll own

Customer adoption and outcomes

• Understand why each customer chose Mio and agree on practical goals for success.
• Build account plans that connect customer objectives with adoption milestones, stakeholder engagement, and measurable outcomes.
• Use product usage, customer feedback, and technical context to identify obstacles and turn them into clear next steps.
• Lead customer check-ins, training, and business reviews appropriate to each account.
• Report regularly on account health, including usage, adoption, customer sentiment, and renewal risk, so leadership always has a clear, current view of the customer base.

Retention and renewal readiness

• Build trusted relationships with customer administrators and executive sponsors.
• Identify risks early, including weak adoption, unresolved issues, changing priorities, and loss of a champion.
• Lead recovery plans with clear actions, owners, and timelines.
• Partner with Sales on renewals and expansion, bringing a clear account of customer outcomes, risks, and opportunities.

Technical customer ownership

• Develop practical expertise in Mio and the Microsoft and Google environments our customers use.
• Investigate common configuration, identity, provisioning, and interoperability issues, resolving them within your expertise.
• Bring Product and Engineering clear escalation details, including customer impact, relevant evidence, and troubleshooting already completed.
• Own customer communication and follow-through while technical teams work toward resolution.
• Partner with deployment owners on a clear handoff into ongoing customer success.

Building the customer success function

• Establish consistent account health assessments, engagement cadences, and renewal planning.
• Keep customer context, decisions, and commitments documented and accessible to the team.
• Create reusable troubleshooting guides and customer resources that help others solve recurring problems.
• Bring recurring customer needs and adoption barriers into Product discussions.
• Use AI and automation thoughtfully to reduce administrative work and improve preparation, documentation, and follow-through.

What you’ll bring

• Two to four years of experience, preferably at a B2B SaaS startup, owning enterprise customer relationships in customer success, technical account management, or a similar customer-facing role.
• Examples of improving adoption, recovering an at-risk relationship, or helping customers achieve outcomes that supported renewal.
• The ability to work comfortably with both technical administrators and business stakeholders.
• Hands-on experience using AI tools to improve customer preparation, documentation, and workload management.
• Experience troubleshooting software or integrations: asking precise questions, gathering evidence, and knowing when to involve a specialist.
• Strong organization and follow-through across multiple accounts and competing priorities.
• Excellent written and verbal communication, including the ability to explain technical issues clearly to non-technical stakeholders and lead customer conversations with confidence, including difficult ones.
• The initiative to build useful processes and make sound decisions in a small team.

Experience that would help

• B2B SaaS startup experience.
• Familiarity with Microsoft Teams, Google Workspace, Microsoft Entra ID, or enterprise identity and provisioning.
• Experience supporting customers with complex IT environments and multiple stakeholder groups.
• Experience creating customer health models, adoption programs, or renewal processes.
• Experience working across regions and time zones.
• An interest in helping hire and coach future customer success colleagues as the business grows.
• Experience building AI-assisted workflows or automations for customer success, such as account summaries, health alerts, or meeting follow-ups.

What success looks like

In your first three months, you’ll build relationships across your assigned accounts, establish clear success plans and risk assessments, and take ownership of routine customer engagement and common technical questions.

Over time, your impact will show up in stronger adoption, healthier customer relationships, improved retention, and fewer recurring customer issues requiring Product or Engineering leadership to intervene. Your documentation and technical knowledge will also help the whole team support customers more effectively.

Why this role

You’ll have direct access to company leadership, meaningful ownership of enterprise customer outcomes, and the opportunity to build customer success practices that grow with Mio. As the function expands, there may be opportunities to help recruit, mentor, and lead additional team members.