# Customer Success Manager

**Company:** [Factory AI](https://hotfix.jobs/companies/factory-ai)
**Location:** San Francisco, CA, New York, NY
**Role:** Customer Success
**Experience:** 2+ years
**Skills:** Customer Success, Account Management, Solutions Engineering, Devtools, Developer Tooling, Technical Products, ROI Analysis, Onboarding Workshops, Business Reviews, Customer Feedback
**Posted:** 2025-12-18

> Owns post-sales journey for enterprise customers, driving adoption, building stakeholder relationships, and operationalizing success plans. Requires 2-4+ years customer-facing experience with technical fluency and builder mindset.

## Job Description

## Responsibilities
- Drive consumption & value by owning the post-sales journey for enterprise customers, focusing on adoption and consumption.
- Build strategic partnerships with key stakeholders from VP of Engineering to Tech Leads.
- Operationalize success by building repeatable success plans to proactively intervene on usage dips or blockers.
- Secure renewals & expansion by proving ROI and identifying opportunities for new teams/business units.
- Act as voice of the customer, channeling feedback to Engineering teams for Product roadmap.
- Lead enablement & evangelism through onboarding workshops and business reviews.
- Provide hands-on support and troubleshoot customer inquiries.

## Qualifications
- 2-4+ years in a customer facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company.
- Commercial and technical fluency: Strong understanding of technical products and ability to translate into business value.
- Builder mindset: Comfortable with ambiguity, excited to build the function, move fast.

## Nice to Have
- DevTools experience: Familiarity with developer tooling ecosystem and practices.
- Startup experience: Worked in high-growth environment with fluid roles and high ownership.

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**Apply:** https://hotfix.jobs/jobs/568a3af1-7b01-4e8a-990e-7517b00d77c3
**Canonical:** https://hotfix.jobs/jobs/568a3af1-7b01-4e8a-990e-7517b00d77c3