Senior Customer Success Manager

As a Senior Customer Success Manager, you will be responsible for ensuring customer satisfaction and success with our product and services. You will serve as a trusted advisor to customers, providing guidance on incident management best practices and helping them achieve their objectives. Additionally, you will collaborate with various teams within the company to advocate for customers and drive product adoption. We are seeking someone who thrives in a fast-paced environment and is eager to make a significant impact on our business and customers.

Ensure the success of our customers from onboarding through renewal.

Consult our customers on industry best practices and tips for using the product in more effective ways.

Retain customer revenue by driving product adoption and aligning with customer business objectives.

Identify opportunities to increase customer revenue by expanding to additional users and teams.

Assist in developing materials designed to ensure successful customer onboarding and business-wide adoption.

Partner with the product team to understand customer needs and influence the direction of the product.

Collaborate with peers to build and improve internal processes and systems that scale.

Lead with curiosity and solve customer problems.

Achieve high retention and expansion achievements.

Build long-term relationships and partner with a range of stakeholders.

Deliver value while navigating complex problems.

Empathetically partner with customers and take a consultative approach.

Work with technical customers on a complex or technical product.

• Senior Customer Success Manager role
• Responsible for post-sale relationship with customers
• Ensure customers are getting value from product and services
• Report to Director of Customer Success
• Act as trusted advisor to customers
• Guide customers in incident management best practices
• Help customers achieve their objectives
• Partner with Account Executives on renewals and expansions
• Work closely with Product and Marketing to advocate for customers
• Thrive in a fast-paced environment
• Have a big impact on business and customers
• Ensure success of customers from onboarding through renewal
• Consult customers on industry best practices and product usage
• Drive product adoption and align with customer business objectives
• Identify opportunities to increase customer revenue
• Assist in developing materials for successful customer onboarding
• Partner with product team to understand customer needs
• Collaborate with peers to improve internal processes and systems
• Lead with curiosity and problem-solving skills
• Track record of high retention and expansion achievements
• Build long-term relationships with stakeholders
• Deliver value while navigating complex problems
• Empathetically partner with customers and take a consultative approach
• Experience or interest in developer tools or incident management space
• Experience or interest in working with technical customers on a complex product
• Familiarity with FireHydrant product and customer lifecycle
• Ability to speak with customers about the product
• Ownership of customer accounts
• Collaboration with Account Executives and Solution Engineers
• Onboarding of new customers
• Achievement of retention and expansion goals
• Contribution to overall customer experience
• Knowledgeable in incident management space
• Strong customer and internal relationships

• 100% employer-paid health, vision, and dental premiums for the employee and 75% of dependents
• Unlimited vacation policy with a minimum requirement of three weeks off per year, with sustainable working hours and a healthy work/life balance
• Home office stipend: get your workspace set up in a way that works best for you
• 401k match
• Compensation set at the 75th percentile of pay for the San Francisco market
• Transparent and fair compensation practices
• Fully vaccinated employees required, with reasonable accommodations provided based on medical need or religious belief
• Authorization to work in the US required