Proven experience in a senior customer-facing technical role within a B2B SaaS environment, such as Technical Account Manager, Technical Customer Success Manager, Solutions Consultant, Customer Success Engineer, or similar Strong experience working with technical SaaS products and live customer environments Excellent communication and relationship-management skills, with the ability to earn and maintain customer trust Ability to explain technical topics clearly to both technical and non-technical audiences Strong problem-solving skills with a structured, analytical, and pragmatic mindset Experience working with integrations, APIs, data flows, web technologies, technical configurations, and production systems Ability to understand complex customer setups and identify risks, dependencies, and improvement opportunities Strong ownership and task prioritisation skills across multiple strategic customers Experience collaborating with Product, Engineering, Support, Customer Success, and Implementation teams Familiarity with issue and project-tracking tools such as Jira Understanding of software development processes, release cycles, incident handling, and escalation management Calm and confident approach in escalated, ambiguous, or high-impact customer situations Comfortable working in a remote, international SaaS environment Hands-on experience using AI tools to improve or automate internal processes, workflows, documentation, reporting, analysis, or customer-facing operations. Experience with loyalty technology, CRM, MarTech, customer engagement platforms, e-commerce, or digital marketing technology Experience with loyalty business use cases such as points, tiers, rewards, campaigns, personalization, segmentation, omnichannel engagement, and member lifecycle Experience with RESTful APIs, SDKs, JavaScript frameworks, webhooks, authentication methods, and data integrations Good understanding of databases, including SQL and NoSQL concepts Experience working with e-commerce platforms such as Magento or Shopify Familiarity with marketing CRM or automation platforms such as Salesforce, Emarsys, Braze, Bloomreach, or similar Experience supporting enterprise or strategic customers Experience participating in technical workshops, solution reviews, Executive Business Reviews, or customer architecture discussions Experience improving technical account management processes, playbooks, dashboards, documentation, or automation workflows Previous experience in customer success, professional services, solutions engineering, or implementation consulting.