Customer Success Manager
Job Description
About Our Client
Our client is a cloud cost visibility and optimization platform, also recognized as a FinOps platform. It assists companies of all sizes in managing their cloud infrastructure costs, serving everyone from individual developers to multiple Fortune 500 customers. The founding team consists of industry veterans with backgrounds as former infrastructure engineers and product managers at leading tech companies. The team is efficient and hardworking, comprising approximately 40 employees across the United States, with a central point of focus in New York City. As the company transitions into a growth phase, the team size is expected to at least double by the end of 2025.
Current customers include notable organizations such as Square, Aflac, PBS, FanDuel, and more.
The company has successfully raised $25M in total venture capital, with the most recent funding being a $21M Series A round in March of 2023. Investors comprise top-tier firms and prominent industry figures.
About The Role
Due to the expanding customer base, the organization seeks to onboard a new member to its customer success team. The customer success team engages with customers post-subscription to the platform. In this role, you will be the primary point of contact for customers after their introduction by a sales team member. You will guide customers through onboarding, conduct training sessions, gather ongoing product feedback, present business reviews, and represent the voice of the customer in internal meetings.
This position is technical and product-oriented, requiring you to act as a subject matter expert from the customer’s perspective. Customer Success Managers work with a diverse range of clients, from growing startups to large enterprises.
Given the technical nature of the customer base, there is a high expectation for the caliber of individuals in this role. If you are passionate about infrastructure and enjoy collaborating with companies to help them optimize costs, this position may be an excellent fit.
What You Will Do
– Lead customers through product onboarding and provide training on utilizing the platform.
– Serve as the primary representative to customers via email, Slack, and Zoom.
– Communicate customer support issues and product feature requests to the broader organization.
– Collaborate with customers on subscription renewals.
– Continuously work authentically as an advocate for customer needs within the organization.
Who You Are
– 2+ years of customer-centric experience as a Customer Success or Technical Account Manager in B2B tech or SaaS.
– Excellent communication skills with meticulous attention to detail and the ability to tailor interactions to different audiences, including CTOs, VPs of Engineering/Infrastructure, and DevOps professionals.
– Capability to manage a diverse portfolio of accounts, from small businesses to large enterprises.
– High emotional intelligence and empathy towards customers.
– A genuinely kind individual.
Bonus Points
– Expertise in monitoring and observability.
– Experience in building and deploying cloud infrastructure (AWS, Azure, GCP, etc.).
– Relevant experience in data visualization or financial products.
Pay & Benefits
The estimated annual salary range for this position is $105,000 – $140,000. This range may encompass various career levels and will be refined during the interview process based on factors such as experience, qualifications, and location. Additional benefits may include equity, 401(k) plans, medical, dental, and vision coverage, as well as education stipends.
Compensation
$105K – $140K • Offers Equity