Customer Success Manager (West)

About Our ClientThe hiring company's Frontend Cloud provides the developer experience and infrastructure to build, scale, and secure a faster, more personalized web. The hiring company enables customers to build dynamic user experiences on the web.At the hiring company, the mission is to enable the world to ship the best products, and that goes hand in hand with creating an environment where employees can do the best work of their lives.About the Role:The hiring company is seeking a technical Customer Success Manager to provide an exceptional experience for their Enterprise customers. The CSM will manage a customer portfolio and bring new ideas and innovations to drive business value. The role includes managing customer onboarding, success criteria, issue resolution, identifying expansion opportunities, and renewals.The ideal candidate should have a technical background, with a strong emphasis on frontend development, cloud infrastructure, networking, and modern application deployment methods. They should be able to work well with multiple customers across different time zones and build long-lasting relationships with product champions for the assigned accounts.What You Will Do:Manage a portfolio of Enterprise customers.Be a trusted technical advisor by aligning the hiring company's platform features with the customer's business strategy.Drive incremental value by leading the customer through training and adoption of the hiring company's best practices.Guide the customer through their lifecycle by driving adoption while realizing business value.Mentor customers on how best to use the hiring company's technology to Develop, Preview, and Ship.Leverage account tiering to prioritize the account portfolio while ensuring retention and growth.Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.Facilitate Executive Business Reviews with economic decision makers and hiring company executive sponsors.Act as the Voice of the Customer to align resources and efforts to improve the customer experience.Partner with the Sales team to help identify and raise expansion opportunities.About You:2+ years of customer/account management.Experience and proficiency with Front-end web development libraries and frameworks like React, Node, Next.js, Express is preferred but not required.Experience maintaining relationships from junior to C-suite level.Strong initiative and positive attitude.Strong collaboration mindset & capabilities; Comfortable with asynchronous remote work.A general understanding of working within a serverless environment.Knowledge of CI/CD and deployment pipelines preferred.Comfortable managing accounts with varying requirements.Demonstrable self-starter, curious and solution focused.Bonus If You:Have devised and put in motion growth and activation strategies.Are experienced in Front-end web development libraries.Can demonstrate an understanding of a CDN and/or Proxy.Understand well, and can communicate clearly about DNS.Have experience working with Enterprise applications at global scale.Have previously worked at a high growth SaaS company.Benefits:Great compensation package and stock options.Inclusive Healthcare Package.Learn and Grow - mentorship and the opportunity to attend events that help build your network and skills.Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays.Remote Friendly - Work with teammates from different time zones across the globe.Gear and WFH budget provided to set up your remote work space.Salary Range$113,750 - $147,500.

#J-18808-Ljbffr