Enterprise CSM

<h3>Accountabilities</h3><li>
<strong>Manage enterprise accounts:</strong>Own a portfolio of approximately 20–30 customers, building trusted relationships with stakeholders ranging from individual engineers to engineering managers and directors.</li><li>
<strong>Drive customer retention:</strong>Maintain a gross revenue retention (GRR) rate above 90%, accurately forecast renewals, identify potential risks early, and implement proactive strategies to protect recurring revenue.</li><li>
<strong>Lead customer onboarding:</strong>Ensure new customers are onboarded efficiently, helping them realize value quickly while maintaining the capacity to support both new and existing accounts.</li><li>
<strong>Accelerate product adoption:</strong>Guide customers from basic usage to advanced capabilities, including continuous integration (CI) integrations and Cloud Pods, embedding the platform into their engineering workflows.</li><li>
<strong>Manage renewals and negotiations:</strong>Lead the renewal process from end to end, including procurement, pricing discussions, commercial terms, and negotiations.</li><li>
<strong>Identify account expansion opportunities:</strong>Discover new teams, use cases, and integration opportunities, including Azure and Snowflake, while encouraging adoption of new product releases to drive organic account growth.</li><li>
<strong>Develop customer success strategies:</strong>Maintain clear success plans for every account, monitor customer health and performance indicators, and align engagement strategies with customer goals.</li><li>
<strong>Collaborate across teams:</strong>Work closely with technical account managers, account executives, and product teams to resolve challenges, strengthen customer relationships, and improve outcomes.</li><li>
<strong>Improve processes and performance:</strong>Contribute to the development of customer success playbooks, key performance indicators, and operational workflows to enhance team effectiveness and scalability.</li><h2>Requirements</h2><li>
<strong>Professional experience:</strong>At least 5 years of experience in Customer Success or account management within a SaaS company, including at least 2 years managing enterprise clients. Experience in developer tooling, DevOps, or cloud-focused SaaS is strongly preferred.</li><li>
<strong>Enterprise portfolio management:</strong>Proven experience managing approximately 20–30 accounts and engaging effectively with technical and business stakeholders across different organizational levels.</li><li>
<strong>Retention and account growth:</strong>A demonstrated track record of maintaining strong customer retention, improving product adoption, and identifying opportunities to expand existing accounts.</li><li>
<strong>Commercial and negotiation skills:</strong>Experience managing renewals throughout the entire process, including procurement, pricing conversations, contract terms, and commercial negotiations.</li><li>
<strong>Technical aptitude:</strong>Strong technical curiosity and the ability to communicate credibly with engineering teams. Familiarity with cloud infrastructure, CI/CD workflows, and developer tooling concepts is important; coding experience is not required.</li><li>
<strong>CRM and AI tools:</strong>Familiarity with HubSpot or other CRM platforms and experience using AI tools such as Claude to improve day-to-day productivity while maintaining high-quality, thoughtful output. You should also be comfortable testing and adopting new AI and Customer Success tools.</li><li>
<strong>Startup experience:</strong>Experience working in a high-growth startup or scale-up environment is an advantage.</li><li>
<strong>Communication and relationship management:</strong>Excellent communication, interpersonal, problem-solving, and organizational skills, with the ability to build trust and maintain strong relationships with customers and internal teams.</li><li>
<strong>Ownership and adaptability:</strong>A proactive, empathetic, and results-oriented mindset, combined with accountability, openness to feedback, willingness to experiment, and a commitment to continuous improvement.</li><li>
<strong>Collaborative mindset:</strong>The ability to work effectively within a globally distributed team while demonstrating care, transparency, courage, and a strong commitment to delivering exceptional customer outcomes.</li><h2>Benefits</h2><li>
<strong>Competitive compensation:</strong>Annual on-target earnings (OTE) ranging from<strong>$130,000 to $210,000</strong>, including base salary and variable compensation.</li><li>
<strong>Equity opportunities:</strong>The opportunity to participate in the company's growth through equity.</li><li>
<strong>Fully remote work:</strong>Flexibility to work remotely and collaborate with an international team.</li><li>
<strong>Healthcare coverage:</strong>Private medical benefits.</li><li>
<strong>Retirement benefits:</strong>Access to a 401(k) retirement plan, subject to applicable eligibility and plan terms.</li><li>
<strong>Unlimited paid time off:</strong>Flexibility to manage personal time and maintain a healthy work-life balance.</li><li>
<strong>Annual company retreat:</strong>Opportunities to connect with colleagues in person and strengthen team relationships.</li><li>
<strong>Inclusive workplace culture:</strong>A friendly and supportive environment that encourages collaboration, diversity, and belonging through community guilds and online company events.</li><li>
<strong>Professional growth:</strong>The opportunity to work with innovative cloud development technology, contribute to evolving customer success practices, and make a meaningful impact in a growing business.</li>