Technical Customer Success Manager at OIF Ventures

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

0.0

Posted On

15 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Customer Success, Onboarding, Support, Configuration, Integrations, Troubleshooting, Product Feedback, B2B SaaS, Enterprise Customers, Communication, Problem Solving, HubSpot, Notion, Claude, ChatGPT, JSON

Industry

Venture Capital and Private Equity Principals

Description

📍 Sydney, hybrid We’re hiring a Technical Customer Success Manager at Vouch, an AI-first video platform helping global enterprise companies create high-quality talent content at scale. This is a very unique role sitting at the intersection of Customer Success, Product and Engineering. Who we are Vouch is an AI-first video and content platform built for HR and Talent teams. We automate the full content workflow - recording, editing, transcription, distribution and analytics - so recruiters and employer brand teams can create professional, on-brand video content at scale without needing production resources. Our customers are large enterprise organisations with high hiring volumes who need high-quality content across channels like job ads, LinkedIn, TikTok, Instagram, careers pages and internal platforms. Vouch helps them attract top talent, strengthen their employer brand and measurably improve time-to-hire, applicant engagement and employee retention. We’re a lean, fast-moving global team with offices in Sydney and London and strong traction across North America, EMEA and APAC. Brands like BlackRock, ALDI, MongoDB, GoDaddy, Diageo, Anheuser-Busch and Warner Bros Discovery trust Vouch to power their talent content at scale. About the role Vouch is at an exciting inflection point - with 60+ enterprise customers globally and rapid growth across North America, EMEA and APAC. To scale without compromising on customer experience, we’re hiring a Technical Customer Success Manager to own the technical side of customer onboarding and support - ensuring customers can successfully configure and use the platform while enabling our CS team to focus on relationships and growth. You’ll be a foundational hire in our UK/AU team, working closely with Sales and Customer Success locally while collaborating directly with our global Product and Engineering teams. What you’ll do • Lead the technical onboarding experience for enterprise customers — configuring templates, integrations and workflows to ensure successful adoption • Act as the technical escalation point for Customer Success, diagnosing issues and resolving them directly or escalating clearly to engineering • Configure and customise customer environments (templates, branding, animation settings and platform configuration) • Partner closely with Customer Success leads as their technical counterpart during onboarding and launches • Occasionally support presales conversations for technically complex deals • Identify recurring customer needs and translate them into clear product feedback for Product and Engineering What we’re looking for • 3–5 years experience in a Technical CSM, Solutions Engineer, Implementation Consultant, or similar customer-facing technical role in B2B SaaS • Experience supporting enterprise B2B SaaS customers in a high-growth startup environment • Comfortable working with technical systems — integrations, configurations and troubleshooting • Strong communicator who can translate technical concepts for non-technical customers • Strong troubleshooting instincts with a bias for solving problems before escalating • Customer-obsessed with the ability to build trust with global enterprise clients Nice to have • Familiarity with HubSpot, Notion, Claude, ChatGPT or similar tools • Experience working with JSON configurations, integrations or platform customisation Life at Vouch We’re a team that genuinely care about the work, the customers and each other. We move fast, hold ourselves to high standards and celebrate the wins along the way. It’s still early, which means lots of autonomy, rapid learning and the opportunity to shape how things are built. Why join us? Ownership & Equity Everyone at Vouch is an owner, with equity aligned with the long-term success of the business. Build Something Meaningful You’ll help shape how technical customer success works at Vouch as we scale globally. Direct Access to Leadership Work closely with founders and senior leaders with deep experience in software, sales and GTM. Flexible Hybrid Culture We operate a flexible hybrid model across our Sydney office. What’s next? If this sounds like the kind of role you’d be excited about, we’d love to hear from you! This search is being led by Pam Stevenson (Head of Talent & People at OIF Ventures). If you're interested, please apply directly or reach out to Pam for a confidential conversation (pamela@oifvc.com)

Responsibilities

The role involves leading the technical onboarding experience for enterprise customers by configuring templates, integrations, and workflows to ensure successful platform adoption. This person will also serve as the technical escalation point for Customer Success, diagnosing and resolving issues or escalating them clearly to engineering.