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. Reporting to the Director of Customer Success, you will serve as a trusted advisor to our customers, guiding them in best practices and helping them achieve their objectives. Your role will involve collaborating with various teams, such as Account Executives, Product, and Marketing, to advocate for our 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 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 adoption
• Partner with the product team to understand customer needs and influence product direction
• Collaborate with peers to improve internal processes and systems
• Lead with curiosity and solve customer problems
• Achieve high retention and expansion goals
• Build long-term relationships with stakeholders
• Deliver value while navigating complex problems
• Partner with customers in 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
• Run a book of business with strong customer and internal relationships.

Experience as a Senior Customer Success Manager

Ability to build and maintain relationships with customers

Knowledge of incident management best practices

Experience in driving product adoption and aligning with customer business objectives

Ability to identify opportunities for revenue expansion

Experience in developing materials for customer onboarding and adoption

Ability to collaborate with product teams and influence product direction

Curiosity and problem-solving skills

Track record of high retention and expansion achievements

Ability to build long-term relationships with stakeholders

Ability to deliver value while navigating complex problems

Empathy and 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

• 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 vaccinated workplace with reasonable accommodations for medical or religious needs
• Authorization to work in the US required