Customer Success Manager

Antithesis•Vienna, VA

38d

About The Position

As a Customer Success Manager (CSM) at Antithesis, you play a critical role in the post-sale journey of our customers. You are the key point of contact, dedicated to ensuring our clients achieve their strategic objectives using our autonomous software testing platform. Your efforts directly influence customer retention and Net Revenue Retention (NRR), underscoring the importance of your role in our company’s success. In this position, you will build and maintain strong relationships with customers, acting as a trusted advisor and advocate. You will be instrumental in translating customer interactions into actionable insights that help shape product improvements and strategic decisions. Your role is pivotal in bridging the gap between Antithesis and our customers, ensuring that their feedback and needs guide our innovation and service enhancements. This role demands strong technical proficiency, excellent communication skills, and a deep understanding of software development, QA, and DevOps practices. Your ability to navigate complex customer dynamics and drive successful outcomes will be key to your success. You should also expect occasional travel to meet with clients and strengthen these essential relationships.

Requirements

4+ years of experience in a customer-facing role, ideally in customer success, account management, onboarding/implementation or similar roles within a B2B technology company with a track record of top performance.
Strong technical proficiency (ideally a former software engineer), with the ability to understand complex software systems and concepts as well as effectively use and guide customers on usage of the Antithesis platform.
Strong understanding of software development, QA, and DevOps practices.
Demonstrated expertise in customer account growth, including identifying new buyers and successfully navigating and growing commercial relationships.
Excellent communication, relationship-building, and problem-solving skills.
Ability to influence without direct authority and hold cross-functional teams accountable to a timeline.
Diplomacy, tact, and poise under pressure when working through customer issues and escalations.
Expertise in change management, specifically in adopting new technologies and integrating them into business workflows.
Ability to travel up to 25% of the time.

Nice To Haves

Bachelor’s degree in Computer Science or a related technical field.
Experience with enterprise B2B SaaS platforms, with a strong preference for experience in developer tools or similar technical products.
Certified Customer Success Manager (CCSM) or similar qualifications.

Responsibilities

Leading Customer Onboarding: Guide customers through a structured onboarding process in collaboration with the Professional Services team to ensure a smooth start, quick time-to-value, and tailored solutions.
Driving Product Adoption: Foster deep understanding and effective use of the platform’s key technical features through training, resources, and workshops to ensure customers mature their operations and meet their strategic goals.
Monitoring Customer Health and Managing Risk: Monitor customer health using metrics like product usage and support interactions, identify at-risk accounts early, and implement strategies to mitigate churn risks, addressing potential risks proactively to ensure long-term customer success.
Proactively Managing Customer Relationships: Act as the primary contact for assigned accounts, developing trust-based relationships, conducting regular progress check-ins, and developing strategic account plans.
Regularly Distilling Product Feedback: Establish structured processes for gathering and reporting customer feedback to the product team, involving regular synchronization meetings or forums to inform product development priorities.
Developing and Executing Playbooks and Customer Success Plans: Develop and execute tailored customer success plans outlining key goals and milestones, and create proactive playbooks for retention and growth, addressing common challenges and opportunities.
Leading Quarterly Business Reviews (QBRs): Organize and lead QBRs to demonstrate value delivered, review performance metrics, align with customer priorities, and explore deeper collaboration opportunities.
Driving Renewals and Expansions: Manage the renewal process by driving customer satisfaction and value realization, and identify expansion opportunities by uncovering new use cases and features.
Developing Customer Advocacy: You will manage customer advocacy through case studies, references, testimonials, and a customer advisory board to enhance market presence and gather strategic insights.
Facilitating Cross-Functional Collaboration: Work closely with sales, professional services, and product teams to ensure smooth transitions, address technical needs, and prioritize customer feedback on the product roadmap.
Managing Escalations: Act as the primary contact for escalations, coordinate resolutions with support and engineering, and maintain communication with customers during critical incidents.