Technical Success Manager

About this role

<div class="content-intro"><p class="cgHgbA nxe3IQ Xp24Nw PanoWQ"><span class="OYPEnA">Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fueling ours.</span></p> <p class="cgHgbA nxe3IQ Xp24Nw"><span class="OYPEnA">Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.</span></p> <p class="cgHgbA nxe3IQ Xp24Nw"><span class="OYPEnA">As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. </span><span class="OYPEnA">Over 10,000 customers trust ABBYY, </span><span class="OYPEnA">including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as </span><span class="OYPEnA">DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK.</span></p></div><p>The <strong>Technical Success Manager Lead</strong> will oversee and guide a team of Technical Success Managers while directly contributing to strategic customer engagements. This role will be pivotal in aligning customer needs with ABBYY’s solutions to maximize value realization. As a leader, you will ensure best practices in technical success and foster a culture of customer-centric innovation. </p> <p><strong>Roles & Responsibilities</strong> </p> <p><strong>Leadership & Team Management:</strong> </p> <ul> <li>Lead, mentor, and support a team of Technical Success Managers, ensuring alignment with company goals and customer success objectives.</li> <li>Establish frameworks and processes for value discovery and delivery, ensuring consistency across customer engagements.</li> <li>Serve as an escalation point for complex customer challenges, collaborating with internal teams to resolve issues promptly.</li> </ul> <p><strong>Strategic Customer Engagement:</strong> </p> <ul> <li>Conduct high-level value discovery sessions with strategic accounts, ensuring customer goals and business objectives are clearly defined and met.</li> <li>Build and maintain strong relationships with executive-level stakeholders in customer and partner organizations.</li> <li>Collaborate with account managers, pre-sales teams, and other technical leaders to deliver seamless customer experiences and drive adoption.</li> </ul> <p><strong>Process Improvement & Innovation:</strong> </p> <ul> <li>Identify opportunities to streamline customer success processes and introduce scalable, repeatable frameworks for customer engagement.</li> <li>Advocate for customer needs within ABBYY, driving initiatives to enhance product capabilities and customer satisfaction.</li> <li>Develop and refine success metrics to measure team performance and customer outcomes.</li> </ul> <p><strong>Enablement & Advocacy:</strong> </p> <ul> <li>Design and implement training programs for customers and partners to promote product adoption and success.</li> <li>Lead initiatives to gather, analyze, and act on customer feedback to improve products and services.</li> <li>Drive customer advocacy efforts, including case studies, references, and success stories.</li> </ul> <p><strong>Operational Excellence:</strong> </p> <ul> <li>Monitor and manage team workloads, ensuring efficient delivery of customer success projects.</li> <li>Analyze customer usage patterns, adoption trends, and churn risks to guide proactive engagement strategies.</li> <li>Report regularly to senior leadership on team performance, customer health, and strategic insights.</li> </ul> <p><strong>Requirements</strong> </p> <p><strong>Experience & Skills:</strong> </p> <ul> <li>7+ years in a customer-facing technical role (e.g., Pre-Sales, Professional Services, Technical Account Management), with at least 3 years in a leadership capacity.</li> <li>Proven experience in SaaS environments, with a deep understanding of subscription-based business models.</li> <li>Expertise in technologies such as OCR/ICR, Intelligent Document Processing, Enterprise Automation, RPA, ECM, BPM, or Process Mining.</li> </ul> <p><strong>Leadership Qualities:</strong> </p> <ul> <li>Strong track record of building and leading high-performing teams in customer success or related disciplines.</li> <li>Exceptional communication and interpersonal skills, with the ability to engage diverse stakeholders, from technical teams to executives.</li> <li>Demonstrated ability to drive alignment across departments and manage competing priorities effectively.</li> </ul> <p><strong>Technical Acumen:</strong> </p> <ul> <li>Strong ability to bridge the gap between technology and business, translating customer needs into actionable solutions.</li> <li>Experience with software implementation, technical troubleshooting, and delivering enterprise-scale…