Customer Success Manager
Manages enterprise and commercial customer accounts for a technical SaaS product, driving adoption, renewal health, and expansion. The role requires customer-facing experience, technical SaaS familiarity, strong presentation skills, and analytical, autonomous execution.
About the job
Responsibilities
- Manage a book of approximately 20 enterprise and commercial accounts.
- Own post-sales customer relationships end to end, driving adoption, surfacing risk, and supporting renewal and expansion.
- Analyze health scores, product telemetry, and usage data to prioritize customer needs.
- Run customer cadences, value mapping, product trainings, basic demos, business reviews, and customer-facing QBRs.
- Partner with Named Account Executives and Field Engineers on renewals, expansion opportunities, and customer support.
- Drive adoption of Deep Search, MCP, and consumption-based features.
- Share customer feedback with EPD, Product Marketing, and Support to influence product direction.
Requirements
- Customer-facing experience in customer success, account management, account coordination, technical support, solutions consulting, or a similar field.
- Prior experience in a technical SaaS environment.
- Demonstrated comfort presenting to customers or technical audiences.
- Interest in developer tooling and developer workflows.
- Ability to analyze product telemetry, health scores, and usage patterns.
- Strong communication, autonomy, initiative, and coachability.
Nice to Have
- Experience with developer tooling, observability, infrastructure, or adjacent technical products.
- Experience managing a large, varied book of business.
- Computer science, engineering, or another technical undergraduate background.
- Experience building an AI-enabled workflow or solving a real problem with AI.
Compensation & Benefits
- $96,640 USD base salary plus $24,160 USD commission, for total on-target earnings of $120,800 USD.
- Equity and generous perks and benefits.
Skills
Customer Success, Account Management, Technical Saas, Developer Tooling, Observability, Infrastructure, Product Telemetry, Health Scores, Usage Analytics, Customer Training, Product Demos, Deep Search, Mcp, Artificial Intelligence
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