Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

You will be the bridge between Code Climate and our engineering customers. Your expertise in harnessing the power of this platform is what sets us apart, allowing you to directly influence an organization’s success by assisting them navigate their unique objectives and connecting those goals with Code Climate tools. In other words, your priority will be ensuring each customer reaches maximum satisfaction for as long as possible.

Responsibilities

• Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers
• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Ensure that a plan is in place with each customer for deployment, change management and adoption programs
• Proactively nurture an ongoing customer relationship by setting up regular checkpoints and monitoring for any signs of dissatisfaction. Swiftly initiate action to resolve issues, leverage executive business reviews when necessary, and bring in external experts as needed to ensure successful execution of custom solutions.
• Track accounts to identify churn risk and work actively to eliminate that risk
• Partner with Sales and other teams within Code Climate to develop a plan for making our product a part of each customer’s core architecture
• Simultaneously manage multiple customers who are at different points on the account lifecycle
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Airtable proficiency
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
• Proven track record in software/technology sales or consulting
• Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
• Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
• Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus
• Proven ability to develop strategies, translate them into initiatives and track successful delivery

Base Salary: 85k -140k

Required Experience/Skills:

• 3+ years managing strategic customers
• 3+ years DevOps
• 3+ years Agile
• At least 1 year programming experience, such as Python
• Ability to manage influence through persuasion, negotiation, and consensus building
• Deep understanding of SDLC, Agile, DevOps, and JIRA
• Ideally combined background of post-sale and sales experience
• You have a track record of delivering value to complex enterprise customers with large employee bases 
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees