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Manager, Self-Service Customer Success
Posted on 4/26/2022
INACTIVE
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Marketing
Sales
Salesforce
Sentry
Requirements
  • Experience leading low touch, high impact customer success teams
  • Significant experience with Gainsight and Pendo (or similar tools)
  • Experience with Salesforce and Outreach
  • At least 5 years of Customer Success experience, preferably with a B2B Software subscription for technical users
  • You thrive in an environment that requires constant collaboration with your team to achieve KPIs
  • Possess exceptional verbal, written, social, presentation, and interpersonal skills that show enthusiasm, energy, and poise
  • You have a Bachelor's degree or equivalent and a dedication to ongoing learning
Responsibilities
  • Build automated customer engagement model to include: account segmentation, onboarding new users, feature adoption, usage triggers, promote new releases
  • Manage a team of 2 Customer Success Managers and help them to become Sentry Guides
  • Use your experience with tools such as Gainsight, Salesforce, Outreach, Pendo and others to create the engagement model and manage the progress of your team
  • Work closely with Marketing, Product Marketing and Sales to achieve consensus on programs and targets
  • Bring your experience and creatively to drive new activities to build an audience for CSMs
  • Act as an escalation point for challenging situations
  • Your efforts will drive product feature adoption, improved retention, higher numbers of Monthly Active Users and ultimately revenue expansion
Sentry

1,001-5,000 employees

Open-source full-stack error tracking system
Company Overview
Sentry is on a mission to help developers save time, energy, and probably a few therapy sessions. The company operates an error & crash monitoring platform.
Benefits
  • Competitive Compensation + Equity
  • 401(k) Plan
  • Medical, Dental, Vision Insurance
  • Commuter Stipend
  • Professional Development Stipend
  • Health & Wellness Benefits
  • Charitable Matching Program
  • Flexible PTO
  • Paid Parental Leave
Company Values
  • Pixels Matter - We understand that the difference between a good product and a great one is in the finer details. We take extra care to get everything right, down to the last pixel.
  • Feedback is Priceless - White lies help no one. We give each other constructive, respectful, and sincere feedback for the best collective outcome and most personal growth. (On our work, that is. We'll keep opinions on your floral-patterned pants to ourselves.)
  • Step by Step - We don't expect to get things right the first time around. We do our best work by iterating: making small changes, measuring impact, and trying again (and again, and sometimes again).
  • For Every Developer - Sentry is a tool for everyone who codes. We strive to create a product that's accessible (and indispensable) to developers at any level, at companies big, small, and everything beyond and in between.
  • Work in Progress - We know that we don't know everything. Nothing here is set in stone. We're still filling roles and writing rules, as a team. In the meantime, we embrace individual ownership, autonomy, and accountability.
  • Value People - We respect one another. We understand that success comes from a variety of backgrounds, experiences, skills, and opinions — not in spite of it. Even if we disagree on the route, we still push forward to the end.