Customer Success Manager

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

📋 Description

• Lead a team of Customer Success Managers and Customer Success Architects dedicated to enhancing customer adoption, maintaining account health, ensuring customer satisfaction, and fostering advocacy.

• Provide guidance to team members through consistent feedback, developmental support, and discussions focused on career advancement.

• Collaborate with the Director of Customer Success to establish team objectives, clarify roles, and align priorities.

• Oversee resource allocation, staffing requirements, and the hiring process.

• Cultivate senior-level customer relationships and support trusted advisory partnerships.

• Work in conjunction with Sales, Product Management, Engineering, Professional Services, and various other internal teams.

• Assist customers during escalations by coordinating prompt and effective responses.

• Enhance team processes and tools while supervising initiatives related to objectives and key results.

• Manage a North America-based team while engaging asynchronously with stakeholders across different regions.

⛳️ Requirements

• Proven experience in leading customer-facing teams within software, technology, consulting, sales, or customer success sectors.

• Ability to steer teams in driving software adoption and nurturing customer relationships throughout onboarding, adoption, business reviews, and renewals.

• Understanding of software development lifecycle practices, associated tools, and agile or DevOps methodologies.

• Familiarity with Kubernetes, Docker, SAST, DAST, AWS, GCP, or Microsoft Azure.

• Proficient in translating strategic objectives into actionable initiatives, coordinating execution, and monitoring delivery amidst competing priorities.

• Competence in leading distributed teams across various regions, cultures, and business lines.

• Ability to effectively collaborate with senior executives and external stakeholders.

• Willingness to travel occasionally for customer meetings and team gatherings.

• Strong skills in communication, coaching, providing feedback, delegation, planning, and process enhancement.

• Interest in candidates with transferable skills who can relate technical concepts to business value and work collaboratively across functions.

🏝️ Benefits

• Comprehensive benefits to support your health, financial needs, and overall well-being.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental leave.

• Support for home office setup.