Technical Customer Success Manager

We're looking for a Customer Success Manager to lead complex enterprise implementations in a fast-moving company on a mission to help businesses fight financial crime and simplify compliance.

This role combines project leadership, technical problem-solving, and hands-on work with customer data. You'll get a front-row seat to how large organizations run KYC and compliance - and you'll be the one who makes it painless for them. Customer pain is our pain, and your goal is to turn their messy real-world problems into a smooth, structured onboarding experience.

You don't need to be an engineer, but you should be comfortable acting as an owner of the data workstream in onboarding and collaborating closely on integration-dependent deliveries.

You'll own implementations end-to-end for a portfolio of customers: project plans, stakeholder alignment, data mapping, validation, troubleshooting, and clear communication throughout delivery.

You'll work closely with peers in Customer Success, Product, Engineering, and Support, especially when delivery depends on integrations, APIs, or data workflows.

We're open to strong mid-level and senior candidates.

After go-live, you'll stay close enough to support adoption and a smooth handover into the broader customer lifecycle.

Example projects you might run

• Enterprise onboarding: Managing multiple stakeholders (Compliance, IT, business owners) against a fixed go-live date.

• Data intake and migration: Mapping customer data into Avallone templates, validating outcomes, and troubleshooting edge cases.

• Integration-dependent delivery: Aligning requirements, timelines, and technical dependencies across teams.

• Most weeks you'll have multiple onboardings or delivery workstreams running in parallel, so executing with urgency, communicating clearly, and keeping momentum is key.

Roles + Responsibilities

• Act as an owner for onboarding and implementation for your customer portfolio: build project plans, coordinate stakeholders, and drive execution against timelines.

• Lead the technical workstream: handle data intake, mapping, validation, troubleshooting, and iterative improvement of datasets.

• Turn customer processes into concrete steps: capture requirements, map processes, and build clear action plans.

• Run customer-facing communication: provide status updates, manage risk, and set expectations with everyone from compliance specialists to executives.

• Drive cross-functional success: work with Product and Engineering when delivery involves integrations/APIs; surface issues early, help drive them to closure, and feed insights back into the product roadmap.

• Support post-go-live motions: conduct adoption check-ins and health checks, and contribute to QBR preparation.

• Notice early when a customer is drifting, put a plan on the table, and drive it.

• Flag when a customer is ready for more (more users, workflows, or products) and bring the context to Sales.

• Share what you learn so the team gets faster over time (checklists, templates, SOPs, playbook improvements).

What success looks like (first 6 months)

• You've delivered multiple onboardings to a predictable go-live without surprises in the final stretch.

• Customers trust the output: uploads are validated, issues are documented clearly, and fixes happen fast.

• You've helped customers reach meaningful early value (Activation) and built momentum towards steady, everyday use.

• You've improved at least one repeatable artifact (template/checklist/SOP) based on patterns you've seen in real implementations.

Requirements

We'll hire at the level that matches your experience.

Core requirements

• Experience in Customer Success, onboarding/implementation, project management, or a similar customer-facing role in a SaaS environment.