Technical Customer Success Manager

About the Opportunity

We are hiring a Technical Customer Success Manager (TCSM) to join our growing Customer Experience team. This role sits at the intersection of technology, operations, and customer enablement and is ideal for someone with experience in implementation, consulting, or technical customer facing roles who enjoys helping customers adopt new systems and workflows.

This role is implementation led with an ongoing customer success partnership. The primary focus is guiding customers through onboarding, configuration, and early adoption, with continued support post go live to ensure long term value realization. You will work closely with customers to understand how their business operates today, map existing processes, and design scalable future state workflows within Galley.

Many of our customers are modernizing their operations and adopting structured SaaS platforms for the first time. Success in this role requires technical fluency, empathy, and a consultative approach to change management. The role emphasizes no code or low code configuration, workflow design, and AI enabled tooling, rather than custom development or engineering ownership.

You will act as a trusted technical partner to customers while collaborating closely with Product, Engineering, and Support teams to drive successful outcomes throughout the customer lifecycle.

Responsibilities

• Technical Onboarding and Implementation:

  Lead customer onboarding and implementations through structured discovery, and requirements gathering, ensuring a smooth and timely go live without custom development.

• Process and Workflow Mapping:

  Partner with customer stakeholders to document current state business processes, data flows, and operational workflows, and design future state workflows aligned with Galley’s platform and best practices.

• Change Management and Enablement:

  Guide customers through organizational and process change by developing adoption plans, delivering role based training, and reinforcing new workflows across teams with varying levels of technical maturity.

• Consultative Onboarding and Value Delivery:

  Apply a consultative approach to diagnose customer challenges, recommend system and process improvements, and translate technical concepts into clear business outcomes.

• Ongoing Success Partnership:

  Maintain a trusted post go live relationship with customers, monitoring adoption and health, resolving workflow challenges, and supporting expansion of use cases over time.

• Cross Functional Collaboration:

  Work closely with Product, Engineering, and Support teams to escalate technical issues, share customer feedback, and help improve onboarding, implementation, and adoption processes.