Technical Customer Solutions Manager

Location: Remote - U.S.-based required

About this Role

Collaborator is an enterprise AI content platform built on 70 years of Magid's media research. We're a lean, high-output team heading into a growth phase — and we're hiring our first Technical Customer Solutions Manager to own onboarding and implementation as we scale. Every client that comes onto Collaborator has its own editorial standards, brand voice, content formats, and team workflows — and it's this role's job to translate all of that into a platform configuration that actually works for them. This is a hands-on, builder role: roughly 90% of your time is doing — setting up the platform for new clients, customizing how it behaves for their specific needs, training their teams, and iterating until the product genuinely fits how they work. You're the person clients come to with a challenge, and the one who builds the solution, not someone who routes it elsewhere. A significant part of that build work is prompt engineering - writing, testing, and refining the AI instructions that shape how Collaborator generates content for each client. You need to understand how different AI models behave, where they excel, and where they fall short, so you can make smart configuration decisions and set accurate expectations with clients. You'll report to the Director of Customer Success and work closely with our product team, routing client insight directly into the roadmap.

What You'll Own

Client onboarding & platform configuration (core focus)

Own end-to-end onboarding for all new Collaborator clients, from kickoff through active, confident adoption.
Configure the platform for each client: setting up their specific content workflows (script → web story, broadcast segment → social posts, source material → headlines) and writing/refining the AI prompts that shape tone, structure, voice, and format.
Test and iterate on prompt configurations until outputs consistently meet each client's editorial bar — diagnosing why a model is producing a certain result and knowing how to fix it.
Work with clients to understand how their content teams actually operate today, and map that reality into platform workflows.
Build and test content outputs before go-live so clients see a working, tuned product on day one.
Manage integrations setup where relevant (e.g., connecting Collaborator to a client's CMS or publishing system).

Training & enablement

Design and lead training sessions tailored to different user roles within each client organization — producers, digital writers, editors, and managers each need a different introduction.
Create guides and reference materials that help client teams continue learning after onboarding wraps.
Find internal champions within each client organization and invest in their depth of knowledge.

Retention & stickiness

Monitor early usage to identify adoption gaps and get ahead of them before they become problems.
Conduct structured check-ins during and after onboarding to confirm clients are getting real value and expanding usage, not relying on one workflow.
Track feature engagement and surface opportunities to deepen usage over time.
Proactively identify and deploy configuration enhancements — new workflows, refined prompts, expanded integrations — that make the product stickier for existing clients, not just monitor whether they're already using it well.
Own small-scale configuration and feature enhancements for existing clients independently, with product sign-off — bringing in the product team only for larger deployments that need broader roadmap coordination.

Feedback loop with Product

Collect client feedback in a structured way and route it directly into product roadmap decisions — this is a two-way channel: client insight shapes what gets built, and you help translate roadmap decisions back into client-facing expectations.
Flag platform limitations and recurring client pain points to Product and Engineering as they show up in onboarding.

What We're Looking For

Required

2+ years in a client-facing implementation, solutions engineering, or onboarding role, though what matters most is demonstrated prompt engineering skill and the judgment to diagnose why a model is behaving a certain way. That can come from less conventional or shorter paths too.
Strong, demonstrable prompt engineering skills - you know how to write prompts that produce consistent, high- quality outputs, and understand why a model behaves the way it does well enough to fix it when it doesn't.
Working knowledge of the AI model landscape: strengths and limitations of different model sizes, and how to configure AI tools for different use cases and constraints.
Strong technical aptitude: comfortable configuring software, picking up new tools quickly, solving problems without waiting for someone else.
Excellent communication skills - translating complex platform functionality into plain language, and drawing out what a client actually needs when they can't fully articulate it.
A service orientation focused on outcomes, not task completion.
Ability to manage multiple client onboardings simultaneously without losing the details that matter.

Nice to Have

Experience working with content teams, newsrooms, or editorial operations.
Hands-on experience with AI-powered writing or content tools, CMS platforms, or publishing workflows.
Background in media, broadcasting, or digital content production.
Experience building client-facing training materials or documentation from scratch.
Comfort working with workflow automation or integration tools.

Is This Role For You?

This role sits at the intersection of technical building, client-facing work, and operationalizing workflows.

This might be a great fit if you:

Have a product management or solutions engineering background and find yourself most energized by implementation and the client side of the work, not just strategy.
Are technically sharp but thrive in people-facing environments.
Have spent time working with AI tools and developed strong opinions, learned through trial and error, about what makes a prompt work.
Get satisfaction from building something and then watching someone use it well.
Are comfortable operating in ambiguity and building process from scratch.

This is probably not the right fit if you:

Prefer to own strategy and hand off execution to someone else.
Want a well-defined, stable process from day one.
Are looking for repeatable work.
Are most energized by pure product work without sustained client interaction.
Have worked with AI tools mostly as a user — this role requires understanding what's happening under the hood well enough to configure it deliberately.

Why This Role

This is a first-of-its-kind position at Collaborator. The person who takes it will define what great client onboarding looks like as we scale — and their work will directly shape whether clients stay, grow, and become advocates for the product. While your role is dedicated to Customer Success, our team is small and scrappy - you'll work closely with Product and Engineering, gaining exposure across the business rather than staying siloed in one function. As Collaborator grows, early team members are positioned to grow with it.

Additional Information

The on-target salary for this role is $110,000 plus bonus potential. Exact salary will depend on multiple factors, which may include the successful candidate’s skills, experience and other qualifications.

Benefits & Perk

Comprehensive healthcare benefits, including dental + vision plans
Flexible paid time off policy for vacation and sick days
Paid holidays
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) retirement plan
Bi-weekly companywide meeting for idea sharing and collaboration
Fun, engaging, confident and intelligent culture

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Frank N. Magid Associates, Inc. is an Equal Opportunity Employer, and all employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.