Technical Customer Success Manager AI/RAG

Job description

Technical Customer Success Manager - AI/RAG
Customer Success Hybrid Remote , Burlington, Massachusetts Raleigh, North Carolina

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We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease.


We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress.

Join us as a Technical Customer Success Manager, and help us do what we do best: propelling business forward.

This will be a hybrid role working between your home office and either our Burlington MA headquarters or Raleigh NC office.

You must be local to one of those locations to be considered.


Progress Agentic RAG is a unique, agentic Retrieval-Augmented Generation (RAG)-as-a-service SaaS platform that empowers organizations to automatically leverage their proprietary business information to retrieve verifiable, accurate answers using Generative AI.

Progress Agentic RAG addresses a critical need for many organizations seeking trustworthy, data-driven insights through agentic RAG.

As a 100% self-serve, marketplace-transacted SaaS offering, Progress Agentic RAG democratizes advanced AI capabilities, enabling even small and mid-size customers to quickly realize value without significant upfront investment.



In this role, you will:

+ Act as a trusted technical advisor for our customers, building strong relationships with both business and technical stakeholders to accelerate adoption and ensure long-term success.



+ Lead customers through the post-sales journey by aligning technical implementation with business objectives, with a focus on maximizing product usage, scalability, and ROI.



+ Drive and support the successful onboarding, configuration, and deployment of products by collaborating closely with customer engineering teams and internal technical resources.



+ Be a go-to resource for deployment discussions, comfortably addressing technical questions and guiding customers through rollout best practices.



+ Provide hands-on guidance during deployments to ensure smooth rollouts, mitigate risk, and resolve challenges quickly.



+ Translate complex technical concepts into clear, actionable insights for audiences ranging from developers to executives.



+ Work directly with customer technical teams to understand integration requirements, data flows, and architecture considerations, helping to design best-fit solutions.



+ Proactively monitor adoption and technical health of customer environments—identify potential risks, surface optimization opportunities, and recommend feature usage or upgrades.



+ Partner with Product Management, Engineering, and Support to resolve advanced technical challenges and provide structured feedback for product improvements.



+ Facilitate and deliver advanced technical workshops, solution walkthroughs, and tailored training sessions to ensure customers get maximum value from the platform.



+ Maintain accurate documentation of customer architectures, use cases, deployments, and integration approaches to ensure continuity and scalability across the account lifecycle.



+ Conduct technical account reviews and provide guidance on performance, scalability, deployment health, and future roadmap alignment.



+ Act as a technical escalation point for assigned customers, coordinating cross-functional resources to address complex issues—especially during critical deployments.



+ Collaborate with Account Managers to identify upsell, cross-sell, and expansion opportunities rooted in technical value delivered.



+ Contribute to customer reference programs by helping to identify strong technical champions and success stories.



+ Support renewal success by ensuring that technical adoption, deployment success, and business value are well-documented and communicated to decision makers.




Your background:

+ Experience in a client-facing technical role (customer success, solutions engineering, technical consulting, or similar).



+ Strong technical background with experience in software deployment, integrations, APIs, cloud environments, and/or data workflows.



+ Technical skills in JavaScript or Python as the role involves hands-on implementation and troubleshooting for clients.

Experience with deployment technologies like Kubernetes is a plus, but willingness to learn that piece is essential.

+ Comfort and credibility in deployment conversations—able to answer questions, anticipate challenges, and engage intelligently with both customer and internal engineering teams.



+ Ability to collaborate with engineering teams and speak fluently with developers, architects, and technical leaders.



+ Proven ability to design or influence solution architectures and help customers solve technical challenges in scalable, sustainable ways.



+ Excellent communication, presentation, and facilitation skills—able to clearly articulate technical solutions to non-technical audiences and vice versa.



+ Experience with CRM tools (Salesforce preferred) and proficiency in documenting technical details, architectures, deployments, and success plans.



+ Demonstrated problem-solving skills with the ability to diagnose issues across systems and environments.



+ Strong business acumen—able to align technical solutions to customer goals and measurable outcomes.



+ Highly self-motivated, adaptable, and able to thrive in a dynamic, fast-paced environment.



+ Travel requirement: up to 10% (as needed).



Base Salary Range: $102,000- $126,000This position is also eligible to participate in our performance-based commission plan.

Starting base compensation is determined by a number of factors, including but not limited to job-related skills, education, demonstrable experience, and allowance for future and continued salary growth.

We also offer a robust benefits package, with details below.
If this sounds like you and fits your experience and career goals, we’d be happy to chat.

 

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy: 

+ Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan.

Tuition Reimbursement program.

Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.



+ Competitive salary, uncapped commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback

+ Flexible paid vacation time, paid day off for your birthday, and company holidays.

A variety of leave plans, including Parental Leave.

+ Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.




Apply now!
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Together, We Make Progress
Progress is an inclusive workplace where opportunities to succeed are available to everyone.

As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds.

Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities.

It is only by working together and learning from each other that we make Progress.

Join us!

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