Job Description
Are you passionate about helping customers succeed and driving positive outcomes? We are seeking an experienced and dedicated Senior Customer Success Manager to join our growing team. In this role, you'll collaborate with Sales, Customer Support, Product, and Engineering teams to deliver exceptional service to our customers. Your contributions will be key to ensuring customer satisfaction and fostering long-term partnerships.
What You'll Do
As a Senior Customer Success Manager, your primary responsibilities will include:
Managing Relationships: Take ownership of a portfolio of key customers, focusing on driving adoption, retention, growth, and satisfaction.
Success Planning: Partner with customers to create success plans that align with their business goals, turning objectives into actionable outcomes.
Building Trust: Develop strong, trusted relationships with customers, demonstrating the value of the product to their organizations.
Supporting Growth: Collaborate with Sales to identify opportunities for renewals and expansions.
Guiding the Journey: Lead customers through key stages of the lifecycle, including implementation, adoption, and renewal.
Providing Expertise: Share best practices with customers and help them establish a Center of Excellence within their organization.
Collaborating on Solutions: Serve as a point of contact for escalations and work with cross-functional teams to resolve any issues.
Facilitating Learning: Lead or support workshops and demos, ensuring customers maximize the benefits of the product.
Tracking Progress: Monitor success metrics and communicate achievements both internally and with customers.
Maintaining Engagement: Regularly check in with customers to review progress against their strategic and technical goals.
Must-Haves
The ideal candidate will have:
5+ years of experience in customer success, account management, or consulting, with a customer-facing focus.
Strong experience working with technical audiences, ranging from end-users to executives.
A solid technical foundation, particularly in DevOps and the software delivery lifecycle.
Familiarity with databases such as MySQL, Oracle, and PostgreSQL.
Knowledge of Git and other source control systems.
Exceptional interpersonal and relationship-building skills.
A commercial mindset with a proven ability to identify and nurture business opportunities.
Excellent analytical, problem-solving, and communication skills.
A Bachelor's degree in a technical field or equivalent experience.
Nice-to-Haves
It would be great if you also have:
Experience with Windows or Linux command-line interfaces.
Familiarity with cloud platforms like AWS or Azure.
Experience using tools like HubSpot, Atlassian (Jira, Confluence), or monitoring tools (Splunk, Datadog, Elastic).
Prior experience with similar tools.
Previous start-up experience.
Perks
Remote-First Culture: Work from home with the possibility of company-wide in-person gatherings.
Home Office Allowance: We support remote workers with a home office allowance.
Meaningful Equity: Be part of something larger with equity opportunities.
Comprehensive Benefits: Health, dental, and vision benefits (dependent on location).
Generous Time Off: Paid time off and holidays to recharge.
Retirement Benefits: 401K matching (US only).
No Jerks, No Punks Culture: We value positivity and inclusivity.
Career Growth: Opportunities for advancement and professional development.
Collaborative Environment: A culture that values fresh ideas and diverse perspectives.
What We Value
We are committed to fostering a transparent and collaborative environment where your voice matters. As a company, we are driven by the values of freedom, choice, transparency, and meritocracy, ensuring that every team member has the opportunity to make a meaningful impact. We are a close-knit team of experts, always eager to tackle new challenges and solve complex problems.
Employment Type: Full-Time
Salary: $ 75,000.00 Per Year
Job Tags
Holiday work, Full time, Work from home, Home office,