Customer Success Manager

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

📋 Description

• Oversee a portfolio of 20 enterprise and commercial accounts.

• Take ownership of the post-sales relationship from start to finish.

• Promote product adoption, identify customer risks, and prepare clients for renewal and expansion opportunities.

• Conduct one-on-one training sessions, product demonstrations, business reviews, and customer-facing Quarterly Business Reviews (QBRs).

• Utilize health scores, telemetry data, value maps, adoption metrics, and documented KPIs to effectively manage accounts.

• Collaborate with Named Account Executives and Field Engineers on renewals, growth initiatives, and customer interactions.

• Encourage the use of Deep Search, MCP, and features based on consumption.

• Recognize customers who require assistance, updates for AI addendums, cloud migration, or enhanced Monthly Active Users (MAU) relative to licensed seats.

• Act as the customers' advocate within the organization, relaying feedback to EPD, PMM, and Support teams.

⛳️ Requirements

• Experience in customer-facing roles such as Customer Success Management (CSM), account management, account coordination, technical support, solutions consulting, or similar positions.

• Previous experience in a technical Software as a Service (SaaS) environment.

• Proven ability to present effectively to customers or technical audiences.

• A genuine interest in developer tools and the challenges faced by developers.

• Capability to lead group product training sessions without assistance from Field Engineering.

• Proficiency in analyzing product telemetry, health scores, and usage statistics.

• Experience in creating workflows or addressing real-world problems using AI.

• Ability to accept feedback, implement it swiftly, and lead discussions confidently.

• Background in developer tooling, observability, infrastructure, or related technical products is a plus.

• Experience managing a diverse and extensive book of business is a plus.

• A degree in Computer Science, engineering, or a related technical field is a plus.

🏝️ Benefits

• $24,160 USD commission.

• Equity opportunities.

• A wide range of generous perks and benefits.