Technical Customer Success Manager

Responsibilities

Customer Support & Success

• Serve as the main point of contact for clients post-sale, building long-term partnerships and supporting technical customer queries, including API usage, authentication, and error debugging.
• Answer non-technical product questions and guide users on setup, configuration, and usage best practices.
• Support customer onboarding through guides, walkthroughs, and optional sessions to accelerate time-to-value.
• Proactively monitor client usage and performance, identify issues or opportunities, and help clients get the most out of our platform.
• Run periodic check-ins with key customers to ensure adoption, identify blockers, and share roadmap visibility.

Product Feedback & Collaboration

• Identify customer pain points and unmet needs, feeding these back to product and engineering teams.
• Test new features and improvements from a customer perspective before release.
• Help write or review error messages, UI microcopy, and public-facing support content.

Internal Enablement

• Support the sales team with product training, technical walkthroughs, and clarifying product fit.
• Train internal teams (sales, customer success, operations, etc.) on new product features and edge cases.
• Contribute to internal documentation and keep shared knowledge up to date.

Tooling, Process & Documentation

• Own and maintain the knowledge base, developer guides, and self-service resources.
• Analyze support data and ticket trends to identify common issues and reduce support load.
• Recommend and implement improvements to the support process, including automation and tooling.
• Track and report on support KPIs like time-to-resolution and satisfaction.

Requirements

• Experience in a technical support, technical account manager, or solutions engineer role within a SaaS or API-first product
• Confident working with APIs, JSON, HTTP, and developer tools like Postman or curl
• Strong communication skills with both technical and non-technical audiences
• Ability to work cross-functionally and influence product direction based on customer insights
• Experience using tools such as Zendesk, Intercom, or Freshdesk, and familiarity with documentation platforms

Preferred Qualifications

• Experience in fintech or regulated environments

Benefits

• A Macbook
• Opportunity to travel (if applicable)
• Unlimited vacation time
• Private Healthcare
• Employee stock ownership (ESOP)
• Flexible working and autonomy
• Pay it forward days: 2 annual paid days to volunteer for a charitable cause
• Wellness days: 3 wellness days per quarter to re-energise

About the Company

Fuse is on a mission to bring real-time cross-border payments to the Middle East, helping global businesses access the region without changing their payment stack. Backed by leading investors and headquartered in Dubai, Fuse provides infrastructure for money movement in MENA, supporting clients like Deel, Airbnb, and Etsy. Join us to help shape payments in one of the world's most dynamic regions.