Customer Success Manager USA

Qovery • New York, NY

9h • $130,000 - $145,000 • Remote

About The Position

We provide the DevOps automation platform built to empower developers. From cloud infrastructure provisioning to production deployment, Qovery streamlines every step, enabling faster delivery, simplified workflows, and significant time savings. 🤩 Why your role is important As a Customer Success Manager (CSM) at Qovery, you will be the trusted partner for our customers in the United States. You build long term relationships, prevent churn, drive adoption, and surface expansion opportunities while keeping communication tight across Sales, Success, Product, and Engineering. Your work turns complex requests into clear plans and measurable outcomes.

Requirements

• Experience: proven track record in customer facing technical roles such as CSM, TAM or SE, ideally in DevTools or Cloud Infrastructure.
• Skills: Proven ability to manage complex customer relationships, drive upsell opportunities, and execute operational processes efficiently.
• Technical Knowledge: DevOps, cloud infrastructure, modern SaaS, understanding of APIs and software architecture.
• Mindset: Empathy, adaptability, and a growth mindset, with a passion for building strong customer relationships.
• Builder mentality: strong written communication; resilient and coachable.
• Collaborative: You thrive in a team environment, sharing learning and winning together.
• Fluent in English.
• Based on the East Coast.

Nice To Haves

• Kubernetes is a nice to have.
• Basic programming experience is a plus.

Responsibilities

• Relationship management and retention
• Own a book of business. Act as the primary point of contact for queries and escalations, identify risks early, and execute engagement plans that protect revenue and create champions.
• Adoption, value, and expansion
• Use data and customer insights to spot where we can add value. Collaborate with AEs, SEs, Product, and Marketing to position and close upsells.
• Onboarding and project management
• Plan and deliver onboarding so customers meet agreed timelines. Coordinate SEs, PMs, Engineering, and AEs. Build clear workflows and accountability to reduce delays and escalations, and ensure smooth handoffs. Aim for 95 percent on time onboarding.
• Operational excellence and support flow
• Respond swiftly and reduce open issues through workflow improvements. Maintain clean CRM hygiene, define and track KPIs, and improve docs to cut repeat tickets.
• Communication and escalation
• Translate technical incidents into clear updates for technical and non technical stakeholders. Keep status current, share product feedback with context and impact, and align cross functionally.
• Insights and continuous improvement
• Run post-mortems, capture lessons learned, and propose process changes or light automation that raise quality and speed. Model empathy, active listening, and a growth mindset.

Benefits

• Competitive Compensation: $130,000 to $145,000 base, OTE $175,000 to $200,000 (uncapped), with potential for equity.
• Attractive benefits package.
• A flexible work environment with a fully remote environment.
• Continuous learning and professional development opportunities.
• An authentic company culture with a focus on collaboration and innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed