Customer Success Manager

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

📋 Description

• Manage a valuable Enterprise portfolio; foster and sustain executive-level relationships across Engineering, Product, Design, and Procurement.

• Ensure precise, real-time tracking of customer health throughout your entire portfolio.

• Proactively identify churn risks and expansion opportunities, escalating concerns while there's still time to address them.

• Act as a strategic advisor on Chromatic and Storybook, assisting customers with scalable adoption, best practices, and organizational implementation.

• Conduct customized business reviews and value assessments with senior stakeholders to promote alignment, reinforce ROI, and uncover new opportunities.

• Collaborate closely with Solutions Engineering, Sales, Product, and Engineering teams to provide a cohesive, high-quality customer experience.

• Serve as a senior voice for the customer, delivering structured, actionable feedback that shapes Chromatic’s product roadmap and long-term strategy.

• Contribute to the development of scalable Customer Success processes, playbooks, and best practices as Chromatic expands.

• Analyze customer usage, product engagement, and business outcomes to guide account strategy and pinpoint risks or opportunities.

• Develop account plans for key Enterprise clients, monitoring objectives, adoption milestones, and pathways for expansion.

• Maintain clear and dependable documentation of account activities, insights, and stakeholder relationships to facilitate seamless cross-functional visibility.

• Be a trusted and reliable point of contact that customers can consistently rely on.

• Keep customers updated on product enhancements, updates, and relevant launches, ensuring proactive communication.

⛳️ Requirements

• 3 - 6+ years of direct customer management experience in Customer Success, Account Management, or a related role within a SaaS technology company.

• Proven success in managing large, complex Enterprise accounts, including onboarding, renewals, multi-product or multi-team expansions, and engagement with C-level executives.

• Strong executive presence, communication, and relationship-building skills, with the capability to advise senior engineering and product leaders.

• Solid foundational skills in data analysis. Ability to interpret customer usage patterns and business metrics to inform decision-making.

• Highly organized, capable of managing competing priorities across multiple accounts while ensuring exceptional follow-through.

• Curious, resourceful, and proactive; comfortable taking on various roles in a fast-paced startup environment.

• Experience and enthusiasm for developer tools and modern frontend engineering workflows.

• Nice to have:

• Experience at a developer tools company.

• Familiarity with frontend development workflows (e.g., pull requests, component libraries, CI/CD).

• Experience with Vitally, HubSpot, or similar tools.

• Experience working remotely in a startup or small company setting.

🏝️ Benefits

• Equity