Customer Success Manager - Engineering Intelligence Platform

Overview

Join our Customer Success team as the manager responsible for a substantial portfolio of around 180 customers, representing approximately $1.3 million in annual recurring revenue (ARR). These clients are a mix of self-serve SMBs and mid-market companies located across Europe and the US. Swarmia’s platform is both flexible and insightful, designed to support diverse engineering team workflows. You will become an expert in engineering analytics and developer productivity, assisting customers in optimizing their software development and engineering management practices.

This position is hybrid, based either at our Helsinki headquarters or remotely in Dublin, requiring some schedule flexibility to accommodate US-based customers. You will report directly to the Head of Customer Success, stationed in Dublin.

Key Responsibilities

• Manage and nurture a large volume of self-serve SMB and mid-market customers spanning Europe and the US.
• Drive onboarding and customer adoption to ensure rapid realization of value from the product.
• Develop scalable customer engagement initiatives, including onboarding cohorts, office hours, webinars, in-app tutorials, templates, and documentation that extend beyond one-on-one interactions.
• Leverage in-app user behavior data to engage customers at optimal times in their adoption lifecycle.
• Create and automate workflows using AI tools to effectively manage a large customer base and contribute best practices to the team.
• Monitor customer health proactively to identify and mitigate risks.
• Conduct outbound engagement with previously uncontacted self-serve customers to initiate adoption.
• Spot opportunities for account expansion and collaborate with Sales for growth initiatives.
• Oversee subscription renewals within your customer book.
• Gather and analyze customer feedback to inform and guide product development decisions.

Candidate Profile

• At least two years of experience in customer-facing roles within B2B SaaS environments, particularly in supporting onboarding and adoption of complex technical products. Roles such as customer support, account management, onboarding, solutions, or program management are relevant.
• Comfortable being evaluated based on adoption rates and retention across a large portfolio.
• Motivated by creating assets that outlast single customer interactions, such as documentation, templates, webinars, guides, and automation tools.
• Familiar and comfortable incorporating AI technologies into daily work processes, with a curiosity to explore their full potential.
• Experience building relationships with engineering and product leadership is essential.
• Capable of delving into detailed customer conversations, including discussing data nuances, metric definitions, and workflow modifications.
• Experience collaborating closely with Sales, Product, and Engineering teams to achieve positive customer outcomes.

What We Are Not Looking For

• Preference for managing a focused portfolio of large clients instead of a broad one-to-many approach.
• Interest in roles with infrequent or highly structured customer interactions.
• Expectation that upsells and renewals are the primary responsibilities rather than focusing on customer adoption, engagement, and success.
• Desire to follow established playbooks without contributing to their development.
• Discomfort with detailed customer discussions involving data and workflow specifics.
• Reluctance to speak up when processes become ineffective, risking workflow sustainability.

Hiring Process

• Initial 45-minute call with recruiting.
• 45-minute interview with the hiring manager.
• 45-minute role-play involving a customer demo.
• Final 45-minute panel interview with the CEO and Head of Customer Success.

Why Join Us

• Work in a domain highly relevant and interesting to software engineers, focusing on engineering organizations rather than individual rankings.
• Experience a strong developer-centric work culture with well-balanced processes designed by experienced professionals.
• Collaborate with intelligent, kind, and talented colleagues from diverse backgrounds.
• Benefit from open, transparent, and psychologically safe communication and a low-hierarchy, blame-free culture.
• Enjoy transparency with full access to business and leadership information.
• Maintain a healthy work-life balance with no excessive work hours or burnout culture.

Benefits

• Competitive salary structure complemented by meaningful equity options.
• Paid annual leave with an additional 10 days granted to new hires.
• Flexible balance between remote and office work.
• A supportive environment promoting sustainable work practices and accommodating personal responsibilities.

Equal Opportunity Statement

We provide equal employment opportunities to all candidates regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or expression. We value diversity and inclusivity, welcoming people from various backgrounds, experiences, perspectives, and abilities.