Senior Customer Success Manager

As a Senior Customer Success Manager at FireHydrant, you will be responsible for ensuring customer satisfaction and driving value from our product and services. Reporting to the Director of Customer Success, you will serve as a trusted advisor to customers, guiding them in incident management best practices and helping them achieve their objectives. Your role will involve collaborating with Account Executives, Product, and Marketing teams to advocate for customers and drive renewals and expansions. 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 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 various 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
• Become familiar with the product and customer lifecycle
• Own customer accounts and collaborate with Account Executives and Solution Engineers
• Hit retention and expansion goals while contributing to the overall customer experience
• Gain knowledge in the incident management space and develop strong customer and internal relationships.

• 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 and adoption
• Partner with product team to understand customer needs and influence product direction
• 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 structure
• Fully remote work with occasional in-person and team gatherings
• Collaboration through Slack, Zoom, Notion, and Google Workspace
• Kind candor and emphasis on honesty delivered through kindness
• Transparency and equity in information sharing and idea contributions
• Emphasis on building trust, acting with integrity, and continuous improvement
• COVID-19 vaccination requirement with reasonable accommodations provided based on medical need or religious belief
• Authorization to work in the US required
• Not working with agencies for this role.