Customer Success Manager

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

📋 Description

• Propel customer business outcomes by establishing technical success, formulating adoption roadmaps, and assessing ROI.

• Facilitate Executive Business Reviews and operational synchronization meetings.

• Foster relationships with executive sponsors, economic decision-makers, champions, and operational practitioners.

• Sustain account success plans and oversee customer health metrics.

• Mobilize Support, Professional Services, Field CTOs, and other internal resources to address risks and technical issues.

• Comprehend customer workflows to pinpoint unmet needs, avenues for expansion, and professional services opportunities.

• Collaborate with Account Executives on account strategy, growth potential, technical risks, and verified expansion opportunities.

• Coordinate intricate implementations, technical troubleshooting, and architectural guidance through relevant internal teams.

• Maintain a strong knowledge base in DevOps, CI/CD, cloud technologies, and contemporary development practices including AI/agentic coding.

• Track escalation trends and high-priority support requests.

• Relay customer feedback to Product Management and Engineering teams.

• Drive retention, account growth, adoption, customer health, and demonstrable value realization.

• Implement account success plans and EBRs while managing commercial negotiations, renewals, pricing, and contracts with Account Executives.

⛳️ Requirements

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

• Proven history of managing enterprise accounts, executing EBRs, and leading adoption initiatives.

• High technical proficiency and capability to engage fluently with Engineering Leaders, DevOps Managers, and Enterprise Architects.

• Ability to discuss software delivery challenges without being a hands-on developer.

• Strong project management, strategic thinking, and executive presentation capabilities.

• Experience in driving bottom-up developer adoption strategies and managing organizational change.

• Skill in converting enterprise champions into reference accounts, public case studies, and CAB participants.

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

• Experience collaborating with Professional Services and Technical Support teams.

• Eligibility for remote work on the West Coast, USA.

🏝️ Benefits

• Health coverage from day one.

• Options for medical, dental, and vision coverage.

• HSA contributions for HDHP participants.

• Competitive 401(k) company match, with pre-tax and Roth options.

• Unlimited BEE-Flexible PTO.

• 11 paid U.S. holidays.

• 2 dedicated Bee-Giving Days for volunteering.

• Company-funded Life and AD&D insurance.

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

• Fully covered Employee Assistance Program.

• Company-sponsored Headspace account.

• Care Concierge service.

• Monthly stipend for work-from-home setup.

• Opportunity to work in a hybrid model alongside peers in the office.

• Variable MBO Compensation plan.

• Stock options.

• Global, collaborative team environment.

• Commitment to employee growth and development.