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.
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
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