Customer Success Manager

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

📋 Description

• Propel business results by establishing technical success metrics, creating adoption roadmaps, and assessing ROI.

• Lead Executive Business Reviews and operational synchronization meetings.

• Build and nurture relationships with Executive Sponsors and customer Champions.

• Develop and maintain account success plans while tracking customer health metrics.

• Coordinate internal resources to proactively address risks.

• Gain insights into customer workflows to uncover needs, pathways for expansion, and opportunities for professional services.

• Work alongside Account Executives to assess growth potential and technical risks.

• Manage the orchestration of Professional Services, Technical Support, and Field CTO resources.

• Keep up-to-date expertise in DevOps, CI/CD, cloud technologies, and contemporary development methodologies.

• Track escalation patterns and high-priority support tickets.

• Collaborate with technical leadership for architecture discussions, roadmap updates, and technical validation.

• Relay customer enhancement requests and operational challenges to Product Management and Engineering teams.

• Foster retention and account expansion through strategic alignment.

⛳️ Requirements

• Minimum of 5 years in Customer Success, Client Account Management, or Strategic Account Management within enterprise SaaS or IT consulting.

• Demonstrated experience managing enterprise accounts, executing EBRs, and leading adoption initiatives.

• Strong technical aptitude with the ability to engage fluently with Engineering Leaders, DevOps Managers, and Enterprise Architects.

• Excellent project management, strategic thinking, and executive presentation abilities.

• Proven experience in implementing bottom-up developer adoption strategies via organizational change management.

• Capability to transform enterprise champions into reference accounts, public case studies, and Customer Advisory Board participants.

• Familiarity with modern SDLC, DevOps culture, CI/CD, and enterprise cloud implementations.

• Experience collaborating with Professional Services and Technical Support teams to achieve complex customer outcomes.

🏝️ Benefits

• Comprehensive health coverage from day one, including medical, dental, and vision plans.

• High Deductible Health Plan (HDHP) with company contributions to Health Savings Accounts (HSA).

• Competitive 401(k) matching options, both pre-tax and Roth.

• Unlimited BEE-Flexible Paid Time Off (PTO).

• 11 paid holidays recognized in the U.S.

• Two designated Bee-Giving Days for volunteer activities.

• Company-sponsored Life and Accidental Death & Dismemberment (AD&D) insurance.

• Company-funded Short Term Disability and Long Term Disability coverage.

• Company-supported Employee Assistance Program.

• Access to a company-sponsored Headspace account.

• Care Concierge service for personalized support.

• Monthly stipend for work-from-home setup.

• Flexible hybrid work opportunities with colleagues in the office.

• Variable Management by Objectives (MBO) Compensation plan.

• Stock options available.

• Join a global, collaborative team environment.

• Commitment to employee growth and development.