Due to continued success and growth, we are expanding our onboarding team and looking for a highly organised and motivated Technical Customer Success Lead. This critical role ensures a seamless transition for new carriers, from initial contact and onboarding through certification and go-live including acting as the support point-of-contact once launched. The lead acts as the primary relationship owner during this crucial phase, driving efficiency and minimising risk for the carrier.

Job Requirements

As a Technical Customer Success Lead, you will be responsible for supporting both carrier onboarding and certification as well as production support coordination. You will ensure the carriers that are committed to a release deadlines hit their target. This role requires a highly organised, time-efficient team player who thrives in dynamic environments and can unify teams for successful outcomes.

Once carriers have launched successfully, you will continue to act as a point-of-contact for support and monitor with outreaches to ensure they are satisfied with the service and see if they want to implement additional use cases in the upcoming years.

Responsibilities

- Coordinating delivery carrier onboarding / certification
- Leading incident response and coordinating resolution of production issues
- Managing multiple carriers and assist with onboarding
- Managing multiple carriers and assist with their certification
- Driving continuous improvement to make the process more efficient
- Providing reports to stakeholders which carriers are supporting which use cases and when.

Required Skills

- Very strong communication skills – able to demonstrate you can work via effective, professional and regular communication with customers and remote colleagues in different time zones
- Project management – Ability to plan, track,



and deliver work across multiple teams (e.g. using Jira, Confluence, excel).
- Stakeholder communication – Clear and timely updates to engineers, product managers, customer teams, and executives.
- Prioritisation & planning - Handling multiple carriers hitting the same deadline in multiple timezones
- Team coordination – Bringing cross-functional teams together to deliver shared goals efficiently.
- Good understanding of platform architecture – Able to communicate effectively with engineers and understand the implications of changes or issues.
- Familiarity with incident response – Knows the lifecycle of incidents (e.g. detection, triage, resolution, postmortem).
- Robust coordination skills – Able to lead incident bridges, assign owners, and follow up on actions.
- Root cause analysis – Experience in guiding teams through identifying and documenting what happened and how to prevent it.
- Calm under pressure – Maintains clarity and composure during outages or production escalations.
- Service-level awareness – Understands SLAs/SLIs and how they impact customer expectations.
- Highly organised & detail-oriented – Keeps track of multiple threads, knows what’s due and when.
- Excellent timekeeping – Respects team time, deadlines, and delivery cadences.
- Collaborative – Works well across disciplines (engineering, support, product, ops).
- Proactive mindset – Flags risks early, proposes improvements, and doesn’t wait to be asked.

Other Items of Note
- Our Technology Team is managed across 2 locations, our HQ Office at Beacon Court, Sandyford, Co Dublin, Ireland, and our HQ Office Vancouver Canada.
- We are a 100% remote team
- International travel is a regular part of this role.

Ready to apply? Interested in applying? Send us your CV and a cover letter to [email protected] we'll review your application.

📌 Technical Customer Success Lead (Canada)
🏢 NetLync
📍 Canada