Enterprise Customer Success Manager
Manages enterprise accounts for a developer docs platform, driving adoption, retention, and expansion through strategic relationships and proactive processes. Requires technical skills in web development, Git, APIs, and customer success tools.
About the job
Key Responsibilities
- Own and manage enterprise customer portfolio
- Establish regular touch points and quarterly business reviews with key stakeholders
- Build relationships with leadership and technical decision-makers
- Create comprehensive account mapping across multiple functions and product teams
- Drive cross-functional adoption and strategic initiatives
- Identify and develop growth opportunities based on product usage and business needs
- Partner with sales team on account planning and expansion opportunity development
- Implement proactive retention strategies and early warning systems for at-risk accounts
- Create processes for enterprise onboarding, adoption, renewal, and expansion
- Own customer health scoring and success measurement
- Build customer advocacy programs
- Work with Product team to translate feedback into product requirements
- Collaborate with Support on technical issue resolution
- Partner with Marketing on customer advocacy, testimonials, and thought leadership
- Align with Sales on seamless account management and growth strategies
Required Technical Qualifications
- Experience in customer-facing technical roles and managing Enterprise customers
- Strong communication skills with the ability to explain technical concepts clearly
- Strong eye for design and attention to detail
- Experience with web development (HTML, CSS, JavaScript)
- Familiarity with Git workflows and version control concepts
- Understanding of API documentation and technical writing principles
- Experience working with customer data across multiple platforms
- Comfortable with product analytics tools
- Ability to create automation workflows across customer success tools
Additional Qualifications (Nice to Have)
- 5+ years in Customer Success or Technical Account Management
- Background in developer tooling, API products, or technical documentation
- Comfortable with prompt engineering and experience with AI/ML applications
Company Benefits
- Competitive compensation and equity
- 20 days paid time off every year
- 401k or RRSP
- $420/mo. wellness stipend
- 100% coverage for Health, dental, vision
- Free Ubers to and from work
- Free lunch and dinners
- Annual team offsite
Skills
HTML, CSS, JavaScript, Git, Api Documentation, Product Analytics, Automation Workflows, Prompt Engineering, AI/ML, Technical Writing
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