Company Overview
We've partnered with a forward-thinking company on a mission to transform the way DevOps is approached. This organization is recognized globally for its innovative open-source tools and thought leadership in the DevOps space. As a profitable, bootstrapped company, they are focused on building strong relationships with customers and fostering long-term partnerships.
Role Overview
Our client is seeking a skilled Technical Customer Success Manager (TCSM) to ensure the success of their most strategic customers. This role offers the opportunity to drive customer satisfaction and leverage your expertise at the intersection of DevOps and enterprise infrastructure, while working directly with Fortune 2000 clients.
Responsibilities
- Own Post-Sales Customer Relationships: Serve as the main contact for strategic accounts, overseeing their experience from onboarding to renewal.
- Accountable for Net Retention: Manage the renewals process and partner with the sales team to uncover expansion opportunities.
- Drive Value Realization: Collaborate with customers to define success metrics and deliver measurable outcomes.
- Build Strategic Relationships: Develop trusted partnerships with senior technical leaders and facilitate executive business reviews.
- Create and Manage a Customer Advisory Board: Initiate a semi-annual advisory board with top clients.
- Mitigate Risk: Monitor customer health, identify risks, and develop strategic action plans.
- Shape Customer Success Strategy: Contribute to the development of onboarding and training programs.
- Be a Product Champion: Understand and communicate the value of the company’s products to customers.
- Serve as the Customer Advocate: Relay customer feedback to internal teams to enhance products and services.
Requirements
- 6+ years of experience in customer success, account management, or technical consulting, preferably in a SaaS or infrastructure environment.
- Strong strategic mindset with the ability to develop long-term customer success plans.
- Excellent communication skills for building rapport with executive stakeholders.
- Project management skills with an eye for improving processes and operations.
- Problem-solving abilities to address complex customer challenges proactively.
- Technical expertise in cloud infrastructure and DevOps practices.
- Detail orientation and a data-driven approach to customer success management.
- Startup compatible with hands-on experience, displaying a bias for action.
- SQL skills are a bonus, being able to leverage data for customer success.
Benefits
- Competitive base salary with commission-based OTE.
- Fully remote work environment with flexibility across US and Canada time zones.
- Uncapped earnings potential with performance bonuses and above-market equity.
- Monthly personal budget of $1,000 for wellness, workspace, and learning.
- Regular in-person team meetups in various locations.
- Profit-sharing bonuses tied to company performance.
- Comprehensive medical, dental, and vision insurance, with a significant portion covered by the company.
- Pension/401(k) contributions of 3% of salary.
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