Senior Technical Success Manager

Modo Labs is seeking an experienced Senior Technical Success Manager!

JOIN US AT MODO

Are you ready to build a rewarding career and redefine the digital experience?

Join us in our mission to help organizations simplify anytime access to the information, tools, and resources their users need to feel supported, engaged, and inspired. The Modo digital engagement platform has empowered the world’s most recognized academic institutions and global brands to create branded, fully-customized “super apps” for their organizations. As a category leader for workplace and campus apps, our SaaS solution accelerates development, streamlines content creation, and offers virtually unlimited possibilities to integrate popular tools, essential systems, and engaging features into a unified app.

THE OPPORTUNITY

The Senior Technical Success Manager serves as a trusted advisor, driving the adoption and value realization of Modo’s solutions within complex technical environments for our strategic and large enterprise customers. This position focuses on managing the ongoing success of Modo’s deployed application, supporting customers with custom features and proprietary integrations, and serving as a strategic partner to both customers and internal teams.

This is a remote position that can be performed from anywhere in the continental U.S.

RESPONSIBILITIES

• Provide strategic oversight as a trusted advisor, delivering a top-tier customer experience by leveraging deep expertise in both the customer’s needs and the Modo platform.
• Serve as the primary point of contact and advocate for the customer, coordinating with Modo teams and third-party integration partners to drive seamless coordination and support.
• Own and resolve customer challenges, ensuring solutions align with overarching strategic objectives.
• Partner with Modo’s product and engineering teams to prioritize feature requests based on customer needs and business value.
• Collaborate with customer success and sales teams to develop and implement strategies that deliver measurable outcomes and maximize customer value.
• Adopt new tools efficiently and foster collaboration across cross-functional teams.
• Lead forward-looking initiatives to promote adoption and usage growth, helping customers expand their application’s reach and engagement among users.
• Facilitate strategic discussions through roadmap reviews, quarterly business reviews (QBRs), and other key sessions, ensuring alignment with customer and organizational goals.

OUR WISH LIST

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) or equivalent professional experience.
• 3 - 5 years of experience in customer success, technical account management, or a similar role, ideally in a SaaS or Financial Services environment, supporting global enterprises.
• Strong technical aptitude with a background in managing complex implementations, integrations, or custom solutions.
• Exceptional communication, relationship management, and problem-solving skills, with a proven ability to build trust with enterprise-level customers and executive stakeholders.
• Demonstrated success working cross-functionally and influencing teams without direct authority.
• Proven track record of consistently achieving or exceeding performance goals.
• Excellent critical thinking and analytical skills, enabling effective resolution of customer challenges.
• Creative problem solver with experience in driving process improvements in a B2B support environment.
• Outstanding time management skills, capable of meeting high client expectations.

WHAT WE OFFER

• Attractive compensation package including equity: The base hiring range for this position is $110,000 - $140,000. This range is considered a national average determined by the knowledge, skills, and abilities required for this role. Starting compensation will be commensurate with an individual’s background, experience, and location and may vary.
• Excellent Benefits: Comprehensive medical, dental, vision, life, & disability insurance coverage offered for you and your loved ones.
• 401k Retirement Plan: 50% match on the first 6% of total compensation
• Remote Team: We promote flexible working wherever we can, so whether you prefer to be fully remote or in an office, the choice is yours.
• Generous Time Off: Take the time you need, when you need it, plus 12 company holidays.
• Parental Leave: 12 weeks of paid leave following a child’s birth, adoption, or foster care placement following one year of service.
• Quarterly Stipend: $500 per quarter stipend to cover Internet, mobile phone, office parking, office transportation, office equipment, technology hardware (excluding laptop), etc.

Modo Labs provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, gender identity, national origin, disability, genetics, veteran status, or other legally protected characteristics. In addition to federal law requirements, Modo Labs complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Modo Labs will not discriminate or retaliate against applicants for failing to disclose wage rate history in accordance with applicable law.

Modo Labs expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Modo Labs employees to perform their job duties may result in discipline up to and including discharge.