Senior Customer Success Manager
FireHydrant
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Posted:
August 16, 2023
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Remote
About the position
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 our customers, guiding them in best practices and helping them achieve their objectives. Additionally, you will collaborate with various teams within the company to advocate for our customers and drive product adoption. We are looking for someone who thrives in a fast-paced environment and is passionate about making a significant impact on our business and customers.
Responsibilities
- Ensure the success of customers from onboarding through renewal
- Consult customers on industry best practices and tips for using the product effectively
- 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 for successful customer onboarding and business-wide adoption
- Partner with the product team to understand customer needs and influence product direction
- Collaborate with peers to build and improve internal processes and systems
- Lead with curiosity and solve customer problems
- Achieve high retention and expansion achievements
- Build long-term relationships and partner with stakeholders
- Deliver value while navigating complex problems
- Empathetically partner with customers and take a consultative approach
- Have experience or interest in developer tools or incident management space
- Have experience or interest in working with technical customers on a complex or technical product
- Become familiar with the product and customer lifecycle
- Own customer accounts, collaborate with Account Executives and Solution Engineers, and onboard new customers
- Hit retention and expansion goals while contributing to the overall customer experience
- Gain knowledge in the incident management space and build strong customer and internal relationships.
Requirements
- Leads with curiosity and problem-solving skills
- Track record of high retention and expansion achievements
- Ability to build long-term relationships and partner with various stakeholders
- Consistently delivers value and navigates complex problems
- Empathetic and takes a consultative approach with customers
- Experience or interest in developer tools or incident management space
- Experience or interest in working with technical customers on a complex or technical product
Benefits
- 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
- Competitive salaries set at the 75th percentile of pay for the San Francisco market
- Transparent compensation without adjusting for locality
- Annual on-target earnings for this role are $155,000 to $170,000, depending on leveling, which includes base salary plus variable commissions.