Technical Customer Success Manager

mux · London, England, United Kingdom

seniorfull timehybrid
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Role at a Glance

A London-based hybrid position at a developer-focused video infrastructure company whose platform serves clients including Patreon, Strava, and PBS. You'll act as the technical nerve centre for Mux's largest accounts—mapping architectures, resolving deep video workflow challenges, and influencing the product roadmap. Salary: £80,000–95,000/year. Minimum 5 years of technical customer success experience in SaaS required.

What This Role Actually Is

This is not a standard account management position. Mux needs someone who can hold a credible technical conversation with a backend engineer in the morning and then pivot to a strategic account review with a VP in the afternoon—without losing precision in either setting. Based out of Mux's London office on a hybrid schedule, you'll own the full post-sale relationship for the company's highest-value accounts. That means guiding initial onboarding, diagnosing complex video pipeline problems, managing escalations across product and engineering, and spotting where Mux can expand its footprint inside existing customers. The role sits firmly at the intersection of solutions engineering and strategic account management.

About Mux

Mux builds the infrastructure that lets developers add video to their products without reinventing encoding, streaming, or performance monitoring from scratch. The company was founded by the team behind Zencoder—an early pioneer in cloud video that was later acquired—and Video.js, which became one of the most widely used open-source HTML5 video players on the web. The team draws engineers from organisations like Google, YouTube, Twitch, and Fastly, and Mux organises Demuxed, the annual conference that's become a fixture in the video engineering community. The platform now serves a wide range from early-stage startups to established brands. Mux has received backing from Coatue, Accel, Andreessen Horowitz, and Y Combinator.

What You'll Own

  • Serve as the primary technical relationship owner for Mux's most significant accounts, with direct accountability for onboarding success, long-term retention, and revenue expansion within that segment.
  • Run deep technical discovery sessions to fully understand each customer's architecture, video workflow, and product roadmap—then translate that understanding into concrete implementation recommendations.
  • Proactively identify potential failure points or adoption gaps in customer integrations and surface them internally before they become escalations.
  • Coordinate resolution of complex technical issues by bridging the customer with Mux's product and engineering teams, tracking tickets through to resolution and proposing workarounds where needed.
  • Represent your customers' priorities in internal conversations, providing structured input that influences roadmap decisions and feature prioritisation.
  • Stay current on each client's broader business goals and product direction so you can anticipate Mux's role in their evolving stack—staying ahead of the relationship rather than reacting to it.
  • Discover expansion opportunities within existing accounts by identifying new teams, workflows, or use cases where Mux can add further value.

Must-Have Qualifications

  • 5 or more years in a Technical Customer Success Manager, Technical Account Manager, or directly equivalent post-sales role at a SaaS company, with measurable focus on customer satisfaction, adoption, and retention outcomes.
  • A bachelor's degree in computer science, computer engineering, or a closely related discipline; candidates from recognised coding bootcamps are explicitly included.
  • Solid working knowledge of software development practices, web and mobile architectures, and cloud infrastructure—sufficient to diagnose integration issues and evaluate technical approaches without constant engineering support.
  • Strong written and verbal communication skills with the ability to build genuine rapport across a range from individual developers to senior business stakeholders.
  • A customer-first approach that shows up in how you prioritise time, escalate internally, and advocate for outcomes—not just in stated values.

Bonus Points

  • Hands-on coding experience in any language—being able to read, write, or debug code meaningfully is flagged as a plus, not a hard requirement.
  • Prior exposure to video encoding, streaming protocols (HLS, DASH), or media infrastructure would accelerate ramp-up but is not listed as a prerequisite.

Skills Breakdown: Required vs. Preferred

The non-negotiable technical bar is platform-level SaaS fluency—understanding how customers integrate APIs, design video delivery pipelines, and structure cloud architectures. Hands-on coding is explicitly optional; what's required is enough technical depth to be a credible partner to engineers without needing them to translate for you. On the interpersonal side, the role demands independent ownership: leading discovery sessions solo, managing escalations without handholding, and communicating nuanced technical issues to non-technical stakeholders. With a 5-year floor, Mux is hiring for full account ownership, not a junior collaborative shadow role.

Salary and Compensation

The employer-listed salary range for this London role is £80,000–95,000 per year. The posting does not specify whether this is base-only or includes variable compensation such as a bonus or commission component; candidates should clarify the full OTE structure during the interview process. The UK benefits package is substantive: matched pension, paid parental leave, 25 days annual leave plus 8 public holidays, private medical and dental insurance with a vision stipend (fertility coverage included), disability insurance, group life assurance, travel accident insurance, professional development funding, and reimbursements for lunch, café, and equipment costs. Visa sponsorship eligibility is not disclosed in the listing.

UK Benefits Package

  • 25 days annual leave plus 8 UK public holidays
  • Weekly no-meeting days and quarterly focus weeks for uninterrupted deep work
  • Private medical and dental insurance plus a vision stipend; fertility coverage included
  • Matched pension scheme
  • Paid parental leave
  • Short-term and long-term disability insurance
  • Group life assurance
  • Travel accident insurance
  • Professional development programme
  • Lunch, café, and ancillary equipment reimbursements
  • Team social events

Location and Work Arrangement

This position is anchored to Mux's London office on a hybrid schedule. The listing carries a remote-eligible signal alongside the hybrid designation, which may indicate some flexibility in how frequently office presence is expected—candidates should confirm the specific in-office cadence directly with Mux. No relocation assistance details are provided. Visa sponsorship status is not stated in the job posting; applicants who require UK work authorisation sponsorship should verify eligibility with the employer before applying.

Frequently asked questions

What does the day-to-day work look like in this role?

The work spans three main modes: technical advisory (running discovery sessions, reviewing customer architectures, recommending implementation best practices), escalation management (owning open support tickets and coordinating with Mux's product and engineering teams to resolve complex issues), and account strategy (tracking customer business goals, identifying expansion opportunities, and representing customer priorities in internal roadmap discussions). The split between these modes will vary by account and week.

Is hands-on coding experience required to get this job?

No. The job listing explicitly states that hands-on coding experience is 'a plus,' not a requirement. What is required is strong technical knowledge of software, web and mobile development, and cloud technologies—enough to engage credibly with developers and diagnose integration issues, but not necessarily the ability to write production code.

What is the salary for this London role?

Mux lists a salary range of £80,000–95,000 per year for this position. The listing does not clarify whether this is base salary only or whether it includes a variable component such as a bonus. Candidates should ask about the full compensation structure during the interview process.

Is this role remote, hybrid, or fully on-site?

The role is listed as hybrid, based in Mux's London office. The posting also carries a remote-eligible signal, which may suggest some scheduling flexibility around required office days. Candidates should confirm the exact in-office cadence with Mux during the hiring process.

Does Mux sponsor visas for this role?

The job listing does not state whether visa sponsorship is available for this position. Candidates who require UK work authorisation sponsorship should raise this directly with Mux before progressing through the application process.

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