Technical Success Manager

About Stainless

Stainless is a fast-growing tech startup building the future of APIs. Our customers include industry leaders like OpenAI, Anthropic, and Cloudflare.

We have raised over $35 million from a16z, Sequoia, and founders/C-levels from Stripe, Datadog, Segment, Linear, and more.

We are headquartered in NYC, just west of SoHo, and are a team of ~60 strong expecting to double in the next ~9 to 12 months.

About the Role

As a Technical Success Manager at Stainless, you'll be driving the success for our most important customers—including Cloudflare, Google, Anthropic, and OpenAI. You'll ensure these customers achieve exceptional outcomes with our platform while managing complex technical relationships and driving product improvements based on their feedback.

This role combines deep technical expertise with exceptional relationship-building skills. You'll investigate and triage sophisticated technical issues, manage escalations with grace, and keep both customers and internal teams organized and aligned. Most importantly, you'll build relationships that make customers genuinely excited to work with Stainless.

What You'll Do

• Serve as the primary technical point of contact for Stainless's most strategic customers

• Build and maintain strong relationships with technical stakeholders at customer organizations

• Investigate, triage, and resolve complex technical issues, coordinating across engineering, product, and support teams

• Manage escalations effectively, ensuring customers feel heard and issues are resolved quickly

• Track and organize dozens of customer requests, issues, and initiatives across multiple accounts simultaneously

• Translate customer needs and feedback into actionable insights for the product and engineering teams

• Develop deep expertise in the Stainless platform and stay current with customer use cases

• Proactively identify risks to customer satisfaction and work to address them before they escalate

• Conversely, also identify areas for expansion for the customer to use new products and services!

Who you are

• You have a technical background (engineering, computer science, or similar) and can engage credibly with senior engineers at customer organizations

• You have experience in technical account management, customer success, solutions engineering, or support engineering

• You excel at building relationships and making customers feel valued and supported

• You're exceptionally organized and can juggle multiple complex workstreams without dropping the ball

• You have strong technical troubleshooting skills and can investigate issues methodically

• You communicate clearly and effectively, both in writing and verbally, with technical and non-technical audiences

• You stay calm under pressure and can manage difficult situations with empathy and professionalism

Key Competencies

• Customer Happiness: You have a natural ability to keep customers satisfied, engaged, and enthusiastic about working with Stainless

• Escalation Management: You handle urgent and sensitive situations with composure, clear communication, and effective problem-solving

• Strategic Insight: You can identify patterns in customer feedback and point Stainless toward the right product and service decisions

• Organization: You maintain clear tracking of issues, commitments, and relationships across multiple customers

• Technical Investigation: You can dig into complex technical issues, ask the right questions, and triage effectively

Benefits

• We offer competitive salary and generous equity grants.

• Great healthcare coverage options (e.g., fully covered platinum plans).

• Paid commuter benefits & similar.

• Paid team lunch/meals during workdays.

• Flexible PTO plus 3 weeks of company-wide vacation a year (2 weeks in December, 1 week at the end of the summer).

• Flexible WFH and 1 month fully remote per year ("remote February").