The Technical Success Manager Lead will oversee and guide a team of Technical Success Managers while directly contributing to strategic customer engagements. This role will be pivotal in aligning customer needs with ABBYY’s solutions to maximize value realization. As a leader, you will ensure best practices in technical success and foster a culture of customer-centric innovation. 

Roles & Responsibilities 

Leadership & Team Management: 

• Lead, mentor, and support a team of Technical Success Managers, ensuring alignment with company goals and customer success objectives.
• Establish frameworks and processes for value discovery and delivery, ensuring consistency across customer engagements.
• Serve as an escalation point for complex customer challenges, collaborating with internal teams to resolve issues promptly.

Strategic Customer Engagement: 

• Conduct high-level value discovery sessions with strategic accounts, ensuring customer goals and business objectives are clearly defined and met.
• Build and maintain strong relationships with executive-level stakeholders in customer and partner organizations.
• Collaborate with account managers, pre-sales teams, and other technical leaders to deliver seamless customer experiences and drive adoption.

Process Improvement & Innovation: 

• Identify opportunities to streamline customer success processes and introduce scalable, repeatable frameworks for customer engagement.
• Advocate for customer needs within ABBYY, driving initiatives to enhance product capabilities and customer satisfaction.
• Develop and refine success metrics to measure team performance and customer outcomes.

Enablement & Advocacy: 

• Design and implement training programs for customers and partners to promote product adoption and success.
• Lead initiatives to gather, analyze, and act on customer feedback to improve products and services.
• Drive customer advocacy efforts, including case studies, references, and success stories.

Operational Excellence: 

• Monitor and manage team workloads, ensuring efficient delivery of customer success projects.
• Analyze customer usage patterns, adoption trends, and churn risks to guide proactive engagement strategies.
• Report regularly to senior leadership on team performance, customer health, and strategic insights.

Requirements 

Experience & Skills: 

• 7+ years in a customer-facing technical role (e.g., Pre-Sales, Professional Services, Technical Account Management), with at least 3 years in a leadership capacity.
• Proven experience in SaaS environments, with a deep understanding of subscription-based business models.
• Expertise in technologies such as OCR/ICR, Intelligent Document Processing, Enterprise Automation, RPA, ECM, BPM, or Process Mining.

Leadership Qualities: 

• Strong track record of building and leading high-performing teams in customer success or related disciplines.
• Exceptional communication and interpersonal skills, with the ability to engage diverse stakeholders, from technical teams to executives.
• Demonstrated ability to drive alignment across departments and manage competing priorities effectively.

Technical Acumen: 

• Strong ability to bridge the gap between technology and business, translating customer needs into actionable solutions.
• Experience with software implementation, technical troubleshooting, and delivering enterprise-scale solutions.
• Proficiency with analytics platforms and advanced skills in MS Office Suite or similar tools.

Soft Skills: 

• A proactive problem solver with a customer-first mindset and a strong sense of ownership.
• Excellent project management and prioritization skills, capable of overseeing multiple high-impact initiatives simultaneously.
• Comfortable working in a fast-paced, dynamic environment with changing priorities.

Here's a snapshot of our local benefits:

• 18 Days of Paid Time Off Annually
• Medical, Accidental, and Life Insurance
• Weekly Wellness Sessions
• Monthly Healthcare Allowance

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About the role:

The Business Development Representative at ABBYY plays a critical role at the very front of our revenue engine, serving as the catalyst for new growth and long-term customer success. This role is ideal for a driven, curious professional who enjoys opening doors, sparking meaningful conversations, and uncovering real business challenges that ABBYY’s AI-powered solutions can solve. As a BDR, you will be a trusted first touch for prospects and customers alike, partnering closely with sales, demand generation, and marketing teams to build high-quality pipeline and accelerate opportunities from early interest to sales-ready engagement. You will gain exposure to mid-market and enterprise sales, modern go-to-market strategies, and intelligent automation technology, while developing skills that create a strong foundation for long-term career growth within ABBYY’s global revenue organization.

Job Responsibilities:

• Conduct high-volume outbound prospecting activities among existing customers and new logos
• Drive new pipeline creation and nurture existing opportunities in early stages in order to progress them to business-ready/sales accepted stages and pass on to the sales executives
• Qualify and develop new inbound business leads that come from existing partner accounts to ensure highest possible quality and speed of transition to business opportunities
• Identify key contacts and target accounts through Salesforce and research tools (e.g., LinkedIn & ZoomInfo)
• Proactively engage with Demand Generation, SDR and Sales teams to ensure consistent pipeline build-up and progression
• Use Salesforce and other CRM tools available to track daily activities. Monitor and report on KPIs related to pipeline generation, progress and conversion rate into actual sales
• Process inbound leads in regions not covered by SDRs - define segment, distribute upon respective sales flows

Job Requirements:

• Bachelor's degree in business, marketing, or a related field. Additional certifications or qualifications in sales or business development are a plus
• 2+ years of relevant or transferable experience, preferably in the area of software/SaaS sales or marketing, lead qualification/processing, outbound outreach or similar
• Demonstrated and proven sales results
• Strong interpersonal and effective verbal and written communication skills, with the ability to listen and understand a prospect’s business challenges
• Intrinsic motivation, enthusiasm and passion for Sales
• Experience with Salesforce.com, ZoomInfo, and LinkedIn
• Proficiency in using CRM systems, sales analytics tools, and Microsoft Office suite
• Excellent communication skills both written and oral in English 
• Good solution presentation skills, high attention to detail, result-oriented and highly dedicated to daily persistence

Salary Range:

• The anticipated base salary range for this position is between $55,000 and $72,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Here are some of our local benefits:

• Three week's paid time off on top of 15 paid holidays, floating holidays, and holiday allowance increase based on tenure;
• Gym membership subsidy;
• Medical and dental insurance;
• Pet insurance;
• Employee Assistance Program;
• College Savings Plan;
• Travel assistance;
• 401(k) with up to 4% employer match.

#LI-MM1

• Own and exceed retention (GRR) and expansion (New ARR) targets across your SMB portfolio
• Lead renewal and expansion cycles with a structured, value-based approach, applying MEDDPICC or other qualification frameworks where appropriate
• Navigate pricing and negotiation dynamics to protect revenue and accelerate growth
• Maintain forecasting accuracy and clear pipeline visibility in Salesforce
• Manage a high-volume book of business while prioritizing accounts with the greatest growth potential

• Build multi-threaded relationships across business and executive stakeholders on strategic accounts
• Act as a trusted advisor by aligning ABBYY solutions to measurable operational outcomes
• Conduct business reviews that highlight value realization and identify targeted expansion opportunities
• Identify churn risk early and proactively engage customers to mitigate it

• Identify and qualify upsell and cross-sell opportunities based on usage data, adoption trends, and customer goals
• Drive scalable expansion motions while focusing strategic efforts on accounts with the highest growth potential
• Collaborate with Technical Success, Product, and Services teams to support execution and adoption
• Apply structured deal qualification to improve expansion velocity and win rates

• Maintain high CRM hygiene across activity, contacts, opportunities, and forecasting
• Deliver reliable weekly and quarterly forecasts with disciplined pipeline management
• Leverage data and reporting to guide account prioritization and focus

• 5+ years of SaaS account management or quota-carrying sales experience with retention and expansion responsibility
• Proven success managing a high-volume SMB portfolio while delivering consistent commercial outcomes
• Experience with structured deal qualification (MEDDPICC or other frameworks) in renewal and expansion cycles
• Strong strategic account planning and executive communication skills
• Demonstrated proficiency with Salesforce and disciplined forecast execution
• Self-motivated, accountable, and comfortable operating with autonomy

• Experience with Intelligent Document Processing (IDP), automation, AI/ML, RPA, or related technologies
• Experience identifying strategic SMB accounts for targeted growth
• Ability to translate technical capabilities into clear business value for non-technical stakeholders
• Experience mentoring peers and contributing to internal best practices

Salary Range:

The anticipated base salary range for this position is between $107,000 and $128,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Here are some of our local benefits:

• Three weeks paid time off plus 15 paid holidays and floating holidays
• Gym membership subsidy
• Medical and dental insurance
• Pet insurance
• Employee Assistance Program
• College Savings Plan
• Travel assistance
• 401(k) with up to 4% employer match

#LI-MM1