Ensure customer success in using the platform, stable delivery, and transparent communication between customers, product, and internal teams — from API integrations to releases and product changes. This is the role of the sole owner of the post-sale customer experience, with technical context and responsibility for execution.
Area of responsibility (high-level): * Customers: successful use of the product and API * Delivery: monitoring the fulfillment of agreements and tasks * Technical part: API, integrations, documentation * Communication: releases, changes, expectations * Synchronization: Sales, Product, Dev, Support
Key Responsibilities:
Customer Success * Be the main contact person for customers after onboarding * Conduct customer syncs, technical demos, Q&A * Ensure that customers achieve the expected result, not just “use the API” * Collect and structure feedback → forward to Product
API and technical aspects * Explain to customers how the API works: endpoint * Work with Postman/Swagger to verify customer cases * Assist customers with integrations (CRM, websites, services) * Act as a translator between the client and the dev team (without “broken phones”) * Participate in the creation and updating of API documentation
Delivery and Project Management * Synchronize with the team on client tasks * Monitor statuses: what is in progress, what is blocked, what is ready * Record risks, escalations, client expectations * Ensure on-time delivery of promised functionality * Work with Jira/Notion/backlog within delivery zones
Releases, changelog, communication * Participate in release planning together with Product team * Prepare and communicate: * release notes * changelog * change announcements * Adapt technical changes: * for internal teams (Sales, Support) * for customers (in plain language) * Ensure that no change comes as a surprise
Required: * Understanding of REST API, JSON, HTTP * Experience working with B2B clients * Strong written and verbal communication skills * Ability to structure chaos * Responsibility for results, not just the “process” * English — B2
Will be a plus: * Experience in SaaS/PropTech/IT * Experience in project/delivery management * Understanding of product cycles and releases.
