Customer Success Manager

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

📋 Description

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

• Guide team members through constructive feedback, providing development support, and engaging in career growth discussions.

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

• Supervise resource allocations, staffing requirements, and recruitment activities.

• Cultivate senior-level customer relationships and establish trusted advisor partnerships.

• Work closely with Sales, Product Management, Engineering, Professional Services, and other departments.

• Address customer escalations and coordinate effective resolutions.

• Enhance team processes and tools while managing initiatives aligned with objectives and key results.

• Lead a North America-based team while engaging asynchronously with stakeholders across various regions.

⛳️ Requirements

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

• Proficient in guiding teams that drive software adoption and manage customer relationships throughout onboarding, adoption, business reviews, and renewals.

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

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

• Ability to convert strategy into actionable initiatives, coordinate execution, and monitor progress amidst competing priorities.

• Competence in leading distributed teams across diverse regions, cultures, and business segments.

• Experience collaborating effectively with senior executives and external stakeholders.

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

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

• Capacity to coach with empathy and establish trust.

• Relevant experience in connecting technical concepts to business value and working collaboratively across functions.

🏝️ Benefits

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

• Flexible Paid Time Off policy.

• Opportunities to join Team Member Resource Groups.

• Equity Compensation and Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Occasional travel for customer meetings and team events.