Hiring: Technical Customer Experience Manager Company: Casap Location: New York, NY Job Posted Time: 2026-09-10 11:09:18 Employment Type: Full-time / Hybrid Target Skills & Keywords : Datadog, HubSpot, JWT, Linear, OpenSearch, Python, REST, SQL, SaaS About the job Experience: •4-7 years in a technical account management, customer engineering, support engineering, or technical customer success role, ideally at a B2B SaaS or fintech company serving financial institutions •7 years in a technical account management, customer engineering, support engineering, or technical customer success role, ideally at a B2B SaaS or fintech company serving financial institutions Required Skills: •This is a role for someone equally comfortable debugging an API integration and presenting outcomes to a client's leadership team. You pair genuine care for clients with the investigative depth to solve their hardest problems, and the operational rigor to make those solutions last. •Own Technical Resolution: Reproduce client-reported issues, research logs, query data, and identify root cause. Resolve what you can directly, and escalate the rest to engineering with clean, reproducible, high-signal detail: steps to reproduce, log evidence, expected versus actual behavior, and client impact. •Be the Bridge to Engineering and Product: Translate client problems into clear technical requirements and prioritized, business-context-rich input. Identify recurring friction points and advocate for scalable solutions rather than one-off fixes. •Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable resolutions. •Manage the Client Relationship: Own the operational and executive relationship across a multi-year engagement. Serve as the trusted advisor and primary point of contact, building credibility that outlasts any single issue. •Drive Enablement and Adoption: Deliver training sessions, feature walkthroughs, and best-practice guidance. Build the documentation and runbooks that make clients self-sufficient and prevent repeat questions. •Engage Proactively: Stay ahead of clients through a regular meeting cadence and structured business reviews that connect platform performance to their operational goals. •Support Implementation: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly. Qualifications: •Operational familiarity with authentication concepts (e.g., JWT) and API security •Solid functional working knowledge of Python for debugging and analysis •Operational familiarity with HubSpot, Linear, or similar CRM and ticketing tools •Background working with banks, credit unions, or core banking systems Compensation: •$115,000 - $170,000 / year •Casap's compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!