Enterprise CSM

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Ensure a Gross Revenue Retention (GRR) rate exceeding 90% for the account portfolio.

• Accurately predict renewals and proactively identify and manage risks prior to renewal.

• Oversee a comprehensive portfolio of accounts.

• Expedite the onboarding process for new customers.

• Transition customers from basic to advanced usage, including Continuous Integration (CI) integration and Cloud Pods.

• Integrate LocalStack into customers’ engineering workflows.

• Foster organic growth within accounts by discovering new teams and use cases.

• Promote the adoption of new product releases, particularly for Azure and Snowflake use cases.

• Operate each account according to a well-defined success plan.

• Collaborate effectively with Technical Account Managers (TAM), Account Executives (AE), and Product teams.

• Assist in refining customer success playbooks and key performance indicators (KPIs).

⛳️ Requirements

• Minimum of 5 years in Customer Success or account management within a SaaS environment.

• Experience in developer tooling or DevOps-oriented SaaS is preferred.

• At least 2 years of experience managing enterprise clients.

• Proven experience managing a portfolio of 20–30 accounts.

• Ability to engage with stakeholders ranging from individual engineers to engineering managers and directors.

• Experience leading renewals through the entire procurement process, including negotiations on commercial terms and pricing.

• Strong understanding of the commercial aspects of Customer Success and account management.

• Demonstrated track record of achieving high retention rates, such as GRR, and increasing customer adoption.

• Technically curious with the ability to engage confidently with engineering teams.

• Familiarity with cloud infrastructure, CI/CD workflows, and concepts in developer tooling.

• Experience utilizing AI tools like Claude.

• Knowledge of HubSpot or other CRM systems is a plus.

• Willingness to explore and pilot new AI and Customer Success tools.

• Experience in a high-growth startup or scale-up setting is preferred.

🏝️ Benefits

• Fully remote work environment.

• Competitive salary package.

• Private medical insurance.

• 401k plan.

• Annual company retreat.

• Unlimited Paid Time Off (PTO).

• Friendly and inclusive workplace culture.

• Opportunities to participate in community guilds.

• Regular online company events.

• Equity options available.