Customer Success Manager

Pivotal Partners is exclusively partnered to scale a Series C ($300mil) Redpoint & Insight Partners backed DevOps vendor.

The world’s most comprehensive DevOps solution is offered as a unified application, revolutionising collaboration among Development, Security, and Operations teams in software creation. It streamlines the process from conception to deployment, dramatically decreasing the cycle time from weeks to mere minutes, lowering development expenses, and speeding up time to market, all while boosting developer efficiency.

After successfully placing their VP of Customer Experience, we are now working together to build out the team. We’re looking for an exceptional Strategic Customer Success Manager, with deep domain expertise to drive impact within their Fortune 500 accounts.

You will play a critical role in ensuring customers drive maximum value from the product, leading to increased retention, satisfaction, and growth for EMEA’s largest customers.

Responsibilities:

• Customer onboarding and training. Building process and training plans for each unique account.
• Customer relationship management. Establish strong relationships with key stakeholders and act as a main point of contact for strategic customers.
• Renewal and Retention. Drive customer renewals by demonstrating ongoing value and ROI. Identify any at-risk accounts and develop strategies to mitigate churn.
• Proactive engagement. Regular check-ins and business reviews with customers and identify opportunities for upselling and cross-selling additional services.
• Metrics and reporting.
• Customer success planning. Develop and implement customised success plans with needs and goals for each account.

Qualifications:

• 4+ years of experience working with customer success functions within IT Infrastructure software vendors.
• Up to 2 years working with strategic customers.
• Experience working with a portfolio of accounts worth $1M+
• Understanding of the DevOps field.
• An outlined Customer Playbook for customers Post-Sales.

Seniority level:

Mid-Senior level

Employment type:

Full-time

Job function:

Customer Service, Information Technology, and Consulting

Industries:

Information Services, Software Development, and IT Services and IT Consulting

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