Customer Success Manager

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

📋 Description

• Manage a portfolio of strategically significant and technically intricate customers, taking responsibility for adoption, customer health, value realization, renewal readiness, and growth.

• Establish trusted relationships with Salesforce administrators, developers, architects, DevOps leaders, platform owners, engineering leaders, and executive sponsors.

• Acquire a comprehensive understanding of each customer's Salesforce development lifecycle, which includes source control, environments, testing, release management, deployments, and governance.

• Evaluate customer DevOps practices to pinpoint technical barriers, process gaps, adoption challenges, and areas for improvement.

• Conduct technical and strategic discovery to gain insight into customer operations, friction points, and desired outcomes.

• Implement Salesforce DevOps and software delivery best practices to enhance adoption and generate measurable customer value.

• Develop success plans featuring business and technical objectives, milestones, adoption goals, and success metrics.

• Recognize customer risk, identify root causes, and lead recovery initiatives alongside technical and business stakeholders.

• Coordinate resources across Solutions Engineering, Support, Professional Services, Product, Engineering, Sales, Renewals, and leadership.

• Assist customers through implementations, upgrades, new capabilities, process changes, and evolving Salesforce environments.

• Spot opportunities to enhance AutoRABIT's value based on customer use cases, technical maturity, and business objectives.

• Convey customer insights, technical trends, and product feedback to the Product and Engineering teams.

⛳️ Requirements

• Over 5 years of relevant professional experience in Customer Success, Technical Account Management, Solutions Engineering, Salesforce consulting, Professional Services, DevOps, or other customer-facing enterprise technology roles.

• More than 2 years of experience supporting technically complex enterprise customers in developer tools, DevOps, Salesforce, cloud platforms, or similar enterprise software.

• Proven experience collaborating with senior technical stakeholders across Engineering, DevOps, Salesforce, IT, or CTO organizations.

• Strong technical foundation in Salesforce development, Salesforce DevOps, CI/CD, release management, or similar software delivery processes.

• Experience managing intricate enterprise accounts, customer risk, technical initiatives, and cross-functional account teams.

• Solid understanding of modern DevOps principles, CI/CD practices, and the software development lifecycle.

• Profound knowledge of Salesforce development and deployment concepts, such as metadata, environments, testing, dependencies, release management, and common deployment challenges.

• Strong working knowledge of Git and source control concepts, including branches, commits, merges, pull requests, and repositories.

• Familiarity with CI/CD pipelines, release automation, APIs, testing, security, and governance.

• Ability to comprehend technical architectures and customer workflows, identify risk or friction areas, and suggest appropriate next steps.

• Capacity to independently perform technical discovery and identify root causes.

• Skill in translating complex technical concepts into clear business outcomes for executive and non-technical stakeholders.

• Awareness of engineering performance concepts and metrics, including DORA metrics.

• Strong executive presence, along with exceptional communication, presentation, and problem-solving skills.

• Eligibility to work in Australia.

• Experience supporting Fortune 500 or similarly complex organizations is preferred.

• Background in Financial Services, Healthcare, Government, or other regulated industries is preferred.

🏝️ Benefits

• Fully remote work.

• 10% travel required.