Senior CSM

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Enterprise Customer Success Manager (CSM) based in the United States.

As an Enterprise CSM, you will build strategic customer relationships and drive long-term value in a fast-growing technology environment.
You will manage a portfolio of enterprise accounts, overseeing onboarding, product adoption, retention, renewals, and account expansion.
Your mission will be to help software engineering teams optimize their development workflows through innovative cloud development and testing solutions.
You will work closely with technical and business stakeholders to align product capabilities with customer objectives and deliver measurable outcomes.
By proactively identifying risks and growth opportunities, you will play a critical role in maintaining strong retention and increasing customer lifetime value.
Collaborating with technical account managers, account executives, and product teams, you will also contribute to improving customer success strategies and processes.
This remote opportunity is ideal for a commercially driven, technically curious professional who enjoys ownership, collaboration, and working with AI-powered tools in a dynamic, international environment.
\Manage enterprise accounts:

Own a portfolio of approximately 20–30 customers, building trusted relationships with stakeholders ranging from individual engineers to engineering managers and directors.
Drive customer retention:

Maintain a gross revenue retention (GRR) rate above 90%, accurately forecast renewals, identify potential risks early, and implement proactive strategies to protect recurring revenue.
Lead customer onboarding:

Ensure new customers are onboarded efficiently, helping them realize value quickly while maintaining the capacity to support both new and existing accounts.
Guide customers from basic usage to advanced capabilities, including continuous integration (CI) integrations and Cloud Pods, embedding the platform into their engineering workflows.
Manage renewals and negotiations:

Lead the renewal process from end to end, including procurement, pricing discussions, commercial terms, and negotiations.
Identify account expansion opportunities:

Discover new teams, use cases, and integration opportunities, including Azure and Snowflake, while encouraging adoption of new product releases to drive organic account growth.
Develop customer success strategies:

Maintain clear success plans for every account, monitor customer health and performance indicators, and align engagement strategies with customer goals.
Work closely with technical account managers, account executives, and product teams to resolve challenges, strengthen customer relationships, and improve outcomes.
Improve processes and performance:

Contribute to the development of customer success playbooks, key performance indicators, and operational workflows to enhance team effectiveness and scalability.
At least 5 years of experience in Customer Success or account management within a SaaS company, including at least 2 years managing enterprise clients. Experience in developer tooling, DevOps, or cloud-focused SaaS is strongly preferred.
Enterprise portfolio management:

Proven experience managing approximately 20–30 accounts and engaging effectively with technical and business stakeholders across different organizational levels.
Retention and account growth:

A demonstrated track record of maintaining strong customer retention, improving product adoption, and identifying opportunities to expand existing accounts.
Commercial and negotiation skills:

Experience managing renewals throughout the entire process, including procurement, pricing conversations, contract terms, and commercial negotiations.
Familiarity with cloud infrastructure, CI/CD workflows, and developer tooling concepts is important; coding experience is not required.
CRM and AI tools:

Familiarity with HubSpot or other CRM platforms and experience using AI tools such as Claude to improve day-to-day productivity while maintaining high-quality, thoughtful output. You should also be comfortable testing and adopting new AI and Customer Success tools.
Communication and relationship management:

Excellent communication, interpersonal, problem-solving, and organizational skills, with the ability to build trust and maintain strong relationships with customers and internal teams.
The ability to work effectively within a globally distributed team while demonstrating care, transparency, courage, and a strong commitment to delivering exceptional customer outcomes.
Annual on-target earnings (OTE) ranging from $130,000 to $210,000 , including base salary and variable compensation.
Equity opportunities:

The opportunity to participate in the companys growth through equity.
Fully remote work:

Flexibility to work remotely and collaborate with an international team.
Healthcare coverage:

Private medical benefits.
Retirement benefits:

Access to a 401(k) retirement plan, subject to applicable eligibility and plan terms.
Unlimited paid time off:

Flexibility to manage personal time and maintain a healthy work-life balance.
A friendly and supportive environment that encourages collaboration, diversity, and belonging through community guilds and online company events.
The opportunity to work with innovative cloud development technology, contribute to evolving customer success practices, and make a meaningful impact in a growing business.
\We use an

AI-powered matching process

to ensure your application is reviewed quickly, objectively, and fairly against the roles core requirements. The final decision and next steps (interviews, assessments) are managed by their internal team.
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