Technical Success Manager
About this role
<h4><strong>About Yousign</strong></h4><p>Yousign (soon to be Youtrust) is a European Digital Trust provider, fully compliant with eIDAS and the highest European standards. Our three modules – electronic signatures, identity and document verification, and e-seals – can be used independently or combined within sector-specific workflows, ensuring simple, secure and legally compliant processes for SMEs and mid-sized companies.<br>Hosted and processed entirely in Europe, we guarantee sovereignty, transparency and reliability. As a certified B-Corp, we combine innovation with responsibility – building trust at the heart of every digital exchange.<br>We are entering a key moment as we expand from eSignature to the full Digital Trust chain.</p><hr><h4><strong>About the role</strong></h4><h4><strong>Your mission</strong></h4><p>As part of the <strong>Customer Solutions team</strong>, your mission is to build customer loyalty and develop their use of the Yousign platform, by promoting adoption, usage and cross-sell opportunities.</p><p>As Technical Success Manager (TSM), you will play a key role in the technical support of strategic <strong>Mid-Market accounts</strong>, working closely with Account Managers (AM). You will act as the <strong>main technical contact</strong> (SPOC - Single Point of Contact) for customers after the sale, ensuring optimum adoption of the solution, while building a long-term relationship based on trust.</p><hr><h4><strong>What you'll do</strong></h4><ul><li><p>Serve as the primary Technical Single Point Of Contact (SPOC) for all assigned Enterprise and strategic accounts. While requests will be triaged through support, the expectation is that the TSM is watching over the happenings in each of their accounts.</p></li><li><p>Gain expert knowledge of our products and the technical solutions offered to customers, ensuring you can address <strong>complex inquiries</strong> and provide insightful advice wherever required.</p></li><li><p>Develop a comprehensive understanding of the customer’s users, techstack, business practices and operating environments to tailor technical solutions effectively.</p></li><li><p>Partner with your account manager to be accountable for the <strong>growth, retention and customer satisfaction</strong> of the portfolio assigned to you, through your technical process.</p></li><li><p>Build and maintain strong relationships with clients, establishing yourself as a trusted technical partner committed to their success.</p></li><li><p>Conduct thorough reviews of implementation-to-success handover documentation to guarantee the longevity and efficacy of the solutions provided.</p></li><li><p>Conduct <strong>proactive reviews</strong> of their workflow setup and see how Yousign’s evolving product aligns with the customer’s strategic objectives.</p></li><li><p>Analyse clients' technical requirements meticulously, the reason and the business context around the requirements and <strong>prepare well-structured content</strong> for the Product team to facilitate feature requests and product enhancements.</p></li><li><p>Represent the technical “<strong>Voice of the Customer</strong>” within Yousign influencing internal teams and promoting business-value-led practices to meet and exceed customer expectations.</p></li><li><p>Participate in Quarterly Business Reviews (QBRs) with Account Managers (AMs) to discuss account health, progress, and strategies for customer growth and retention.</p></li><li><p>Work with our product and engineering to draft requirements around product metrics that can help with insights into product adoption and advisory.</p></li><li><p>Work with Product to ensure test or new functionality is duly introduced to your user base.</p></li><li><p>Understand the customer’s technical requirements, workflows and experience of the platform.</p></li></ul><p></p><hr><h5><strong>What you bring</strong></h5><ul><li><p><strong>Minimum of 4 years of work experience</strong> as a <strong>CSM, Technical Success Manager, Solutions Consultant, Sales Engineer</strong> or similar role, preferably managing mid-market or enterprise customers.</p></li><li><p>Hands-on experience with <strong>API system implementation</strong>.</p></li><li><p>Familiarity