Technical Customer Success Manager
Who we are
Warmy.io is a fast-growing B2B SaaS company solving email deliverability for teams that depend on their emails actually reaching the inbox. Deliverability problems are technical - SPF, DKIM, DMARC, warm-up, spam triggers - and right now those issues get routed through support instead of being owned end to end by one person who can actually fix them and talk the client through it.
The role
You'll become the technical escalation point and account owner for an assigned portfolio of clients. When something's going to spam, you're the one who digs into headers, auth records, and reputation data to find the real cause - not the person who forwards it to someone senior. You'll fix it, explain it in plain language the client can act on, and use that trust to protect the account at renewal time.
This is a hands-on technical role with real client-facing responsibility - you're on live calls, presenting findings, and owning outcomes, not just tickets.
What you'll do
- Own and close deliverability tickets for your accounts end-to-end - SPF/DKIM/DMARC, warm-up configuration, blacklist and spam-trap issues - without escalating to senior support
- Respond to client technical questions and tickets within 2 business hours
- Send a proactive monthly deliverability health-check (auth status, inbox placement, sending reputation) to your top accounts
- Catch a dropping reputation score or DNS misconfiguration before the client notices, with a same-day fix plan
- Turn technical root causes into 3-4 plain-language sentences a non-technical marketer can actually act on
- Handle churn-risk conversations by digging for the real technical cause and offering a concrete fix - not just accepting the cancellation
- Use Jira, the Warmy dashboard, Postmaster Tools, and MXToolbox live on client calls to back up what you're telling them
You're the right fit if
- You have hands-on experience configuring and troubleshooting SPF/DKIM/DMARC/BIMI - not just familiarity with the terms
- You have B2B SaaS customer-facing experience and you're comfortable owning technical conversations solo on live client calls
- Your spoken English is strong (4+/5) - you're comfortable presenting technical findings on video calls
- You can explain a root cause to a non-technical person without losing them in jargon
- You investigate before you escalate - you don't guess at causes or pass the problem up the chain
Nice to have
- Experience with ESP infrastructure, IP/domain warm-up, or blacklist remediation
- Experience working a ticketing workflow (Jira or similar) against SLAs
- Prior upsell or expansion motion experience, not just retention
What we offer
- Real ownership of your portfolio's technical outcomes, not a ticket queue to clear
- A team that moves fast and skips the politics
- Udemy access + conference budget for your growth
- Company gifts and team events
- Competitive compensation - discussed individually
- B2B contract
- Direct access to the Customer Operations and technical leadership - no layers
How to apply!