Technical Customer Success Manager (US Based)

About Us

Photoroom launched in 2020 after being accepted into Y Combinator and has become the world's most popular AI photo editor over the past four years. Our goal is to create the technology allowing anyone create studio-level product images in minutes.

With over 300 million downloads and processing 5+ billion images annually, we serve both individual creators and major enterprises like Amazon, DoorDash, and Decathlon through our B2C app and B2B API solutions.

We're a profitable, remote-friendly company that has raised Series B funding and aims for 40% year-over-year growth. Our team of 100+ passionate builders focuses on craft, innovation, and collaboration, creating exceptional impact for entrepreneurs and businesses worldwide.

Role Summary

We are looking for a Technical Customer Success Manager with a strategic mindset and a proactive approach.

Over the past year, we’ve been expanding and taking on more and larger customers. We’re looking to grow our post-sales team to partner closely with our customers, not only helping them onboard onto Photoroom but also thinking long-term about the growth strategy of each account.

You will work closely with our largest customers to guide them from onboarding through to adoption, ensuring their satisfaction and uncovering expansion opportunities.

The majority of our Enterprise customers today use our API. This role requires a blend of technical expertise and customer-facing skills.

Compensation: Salary range to come + Stock-Options/BSPCE

Location: Within 1.5 hours travel by train/plane from NYC, with quarterly Paris office visits (fully reimbursed)

About The Role

• You will be responsible for the day-to-day management and success of our Enterprise and self-serve customers, ensuring they are happy, supported, and expanding.
• You will manage daily communications, onboarding, demos, and troubleshooting with Enterprise and self-serve customer teams.
• You will work closely with the Technical Customer Lead (TCL) on strategies to improve customer satisfaction, retention, and expansion - and to ensure smooth processes and consistent communication.
• You will execute Customer Success playbooks, keep CRM and internal tools updated, and surface key account insights to support decision-making.
• You will act as the first line of troubleshooting for Enterprise and self-serve customers, clearly documenting and escalating issues when needed.
• You will collect, log, and structure feedback from customer calls, support interactions, and usage reports to inform Product and ML teams.
• You will collaborate closely with Account Executives, ML, and Product to coordinate renewals, troubleshooting, and feature testing.
• You are comfortable working with distributed teams across time zones (5+ hours difference) and maintaining reliable, async communication.
• You will assist with administrative tasks, including YC program and Start-up plan coordination when relevant.

About You

• You have a proven ability to manage Enterprise or high-value SaaS customer accounts and drive their success.
• You enjoy working in early-stage startups and are comfortable operating with autonomy and fast iteration.
• You are enthusiastic about AI and GenAI, and excited to help brands succeed using PhotoRoom’s API and creative tools.
• You understand what’s essential to create quality visuals (personally or professionally) and have a passion for GenAI.
• You are familiar with technical frontend and backend development concepts in order to consult with and educate customers on our platform, and in particular, our API.
• You have experience providing first-line technical troubleshooting and can work effectively with engineering-minded users.
• You are organized and process-oriented, able to execute playbooks while identifying opportunities for improvement.
• You are a strong communicator, capable of managing multiple stakeholders and priorities simultaneously.
• You are a self-starter who works independently and reliably, keeping both customers and internal teams aligned.
• You enjoy working in early-stage startups and are comfortable operating with autonomy and fast iteration.
• You are fluent in English; another language is a plus.
• You have experience providing first-line technical troubleshooting and can work effectively with engineering-minded users.
• You are organized and process-oriented, able to execute playbooks while identifying opportunities for improvement.
• You are a strong communicator, capable of managing multiple stakeholders and priorities simultaneously.

If you think you have what it takes but don't meet every single point above, please still apply. We'd love to chat and see if you could be a great fit.

Benefits

• Work flexibly from anywhere on the East Coast of the US within a 1.5-hour train/flight from NYC
• Regular team gatherings, including in-person onboarding in Paris (1-2 weeks), yearly company offsite and team retreat, quarterly in-person meetings, and social events like the winter party and hackathons
• 20 days annual leave plus local public holidays
• Competitive equity package with stock options, giving you ownership in our growing company
• $1000 one-time home office grant OR $400 per month co-working space stipend
• $1,000 annual learning and development budget for training, courses, books, and skill development
• Private health insurance includes premium medical, dental, and vision benefits.
• Access to personalized mental health support, including 1:1 sessions with therapists or coaches, self-care tools, and well-being resources via MokaCare
• Sports and cultural activities reimbursement
• 20 days annual leave plus local public holidays
• Competitive equity package with stock options, giving you ownership in our growing company
• $1000 one-time home office grant OR $400 per month co-working space stipend
• $1,000 annual learning and development budget for training, courses, books, and skill development
• Private health insurance includes premium medical, dental, and vision benefits.

Note: Visa sponsorship and relocation support are only available for positions based in France. We cannot sponsor visas for remote positions outside of France.

Hiring Process

1. Screening call with Talent Manager (30min)
2. Technical interview with Hiring Manager (45min)
3. Take-home assignment (duration varies by role) and live review with the team (45min)
4. Culture fit interviews and meet the team (~3h in total)
5. Reference check and offer

Support: We value diversity and aim to create an inclusive experience for all applicants. Please let us know if there’s anything we can do to make the process more accessible for you.

Diversity, Equity, Inclusion, And Belonging

We're committed to enabling everyone to feel included and valued at work. We believe our company and culture are strongest when composed of diverse experiences and backgrounds.

That's also why we have flexible working hours, trust people to work remotely, and extended parental leave.

All qualified applicants receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws.