Customer Success Manager

Firefly • Austin, TX

5d

About The Position

Firefly is a Cloud Infrastructure Automation Platform that helps organizations automate, manage, and govern their entire cloud footprint using Infrastructure as Code (IaC). Platform and DevOps teams rely on Firefly to eliminate cloud complexity through AI-assisted remediations, streamlined IaC orchestration, and a unified system of record for cloud assets.
Our customers use Firefly to move faster, stay secure, and scale confidently - without the usual cloud chaos. If you’re excited about modern cloud tech, fast-moving teams, and making a real impact on customers, you’ll feel right at home here.
We’re looking for a Customer Success Manager who loves building strong relationships, solving real customer problems, and helping teams get maximum value from the tools they use every day.
In this role, you’ll be the trusted partner for Firefly customers across North America and LATAM, owning the full customer journey - from onboarding and adoption to long-term growth and retention. You’ll act as both a customer advocate internally and a product expert externally, working closely with Product, Engineering, and Sales to ensure our customers succeed.
This is a great opportunity for someone who wants ownership, visibility, and the chance to shape how Customer Success operates at a growing startup.
The position is open for all US-based candidates.

Requirements

• 3+ years of experience in Customer Success, Post-Sales, or Account Management
• Experience working with DevOps, Cloud, or technical SaaS products
• Comfortable engaging in technical and analytical conversations with customers
• Strong communicator with excellent verbal and written skills
• Highly organized with solid project management instincts
• A collaborative team player who enjoys building relationships and taking initiative

Responsibilities

• Own the end-to-end customer lifecycle, including onboarding, implementation, training, retention, and expansion
• Serve as the primary point of contact and trusted advisor for your book of business
• Help customers clearly understand and realize the value of Firefly’s features and capabilities
• Set and execute against retention, adoption, and upsell goals
• Partner closely with Product, Engineering, and Sales to surface feedback and drive improvements
• Create and deliver training sessions, enablement resources, and educational materials
• Proactively identify risks, address concerns, and continuously improve the customer experience
• Advocate for customers internally and help shape the future of Firefly’s Customer Success motion

Benefits

• Work with cutting-edge cloud and DevOps technology
• High ownership and visibility in a growing startup environment
• Opportunity to influence processes, customer experience, and product direction
• Collaborative, inclusive, and people-first culture
• Firefly is committed to a diverse and inclusive workplace. Firefly is an equal opportunity employer and does not discriminate against any employee or job applicant on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

What This Job Offers

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