Customer Success Manager

About the role

The Customer Success Manager will deliver exceptional technical support to clients using BidSwitch’s products and services, acting as a bridge between customers and internal technical teams.

Key responsibilities

• Provide prompt, accurate, and efficient business and technical support via email, ticketing system, and online meetings.
• Diagnose and troubleshoot technical issues, monitor client health metrics, and resolve discrepancies between BidSwitch and customers.
• Create and maintain technical documentation such as FAQs, troubleshooting guides, and best practices.
• Assist in onboarding new clients and conduct training sessions on product usage.
• Gather client feedback on product experience and support processes.
• Collaborate with Engineering, Product Management, and other cross‑functional teams to share insights and influence product development.

Required profile

• 3+ years of experience providing business and technical support to external customers.
• Excellent written and verbal communication skills with the ability to explain technical information clearly.
• Strong analytical and problem‑solving abilities.
• Proactive attitude and ability to recognize when to escalate issues.
• Fluent English (C1 level); Russian is a plus.

Required skills

• MS Excel
• SQL
• Grafana (plus)
• Prometheus (plus)

What we offer

• Hybrid work model combining remote and office days.
• Opportunities for learning, mentorship, and career development.