Customer Success Manager

This is a fully remote position, open to applicants in Europe.

📋 Description

• Foster the adoption, retention, and growth of high-value strategic accounts through consultative engagement and alignment with executives.

• Offer advanced technical support to address issues, bugs, and upgrades.

• Spearhead onboarding and adoption initiatives using customized success plans.

• Cultivate trusted advisor relationships with customers at both executive and operational levels.

• Execute Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs) to monitor ROI and business outcomes.

• Collaborate with Sales to identify opportunities for expansion.

• Address all inquiries and concerns from customers.

• Monitor customers’ open cases and collaborate with the support team to resolve them.

• Serve as the voice of the customer to the Product and Engineering teams.

• Assess gross/net retention, executive engagement, ROI achievement, influenced expansion pipeline, customer advocacy, and Net Promoter Score (NPS).

⛳️ Requirements

• Minimum of 5 years of experience in customer-facing positions, including customer engagement and delivering technical training.

• Familiarity with ticketing systems such as JIRA and Zendesk.

• Proficiency in at least one programming language, such as C++, Java, or JavaScript.

• Understanding of network fundamentals including DHCP, DNS, and HTTP.

• Practical experience with Unix/Linux system administration, particularly with RedHat, CentOS, or CoreOS.

• Experience in containerization technologies such as Docker and Kubernetes.

• Background in NoSQL technologies and database systems.

• Strong troubleshooting abilities and excellent technical communication skills in English.

• Proficient in root cause analysis and analytical thinking.

• Capability to prioritize tasks effectively in a dynamic environment.

• Ability to maintain composure in high-pressure situations and adapt swiftly to change.

• Experience with graph technologies is advantageous.

• Must be located in Europe (CEST).

• Willingness to travel throughout Europe.

• Ability to travel to Ireland for an in-person interview.

🏝️ Benefits

• Contribute to innovative AI and data infrastructure projects.

• Collaborate with skilled engineers, marketers, and product leaders.

• Play a key role in shaping how enterprises develop AI-powered applications.