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Role Description

We are seeking an Enterprise Customer Success Manager to join our team. This Customer Success Manager will work closely with our customers across the globe and responsibilities include, but aren’t limited to:

• Ensuring our customers’ overall success with Allstacks, leading implementation, driving adoption, and delivering the highest levels of customer satisfaction.
• Develop and nurture relationships across an enterprise customer book of business to increase their adoption and add value to their business.
• Provide ongoing support and assistance to customers, helping them troubleshoot issues, address concerns, and optimize their product usage.
• Identifying customer risk, and working cross-functionally to create and execute plans to alleviate risk.
• Being the voice of the customer internally at Allstacks with direct exposure to product and engineering leadership.
• Proactively monitor customer usage and take immediate action to mitigate and address issues and opportunities.
• Build relationships with multiple individuals in each account, with all levels of customer teams from individual contributors to C-level executives.
• Provide advice and guidance to customers on effectively using Allstacks and schedule regular touch points to review progress and milestones.
• Prepare and present business reviews in partnership with product management.

Qualifications

• 4+ years in Customer Success/Services/TAM at a SaaS company.
• Knowledge of the software development lifecycle, processes, and concepts - Big plus.
• Strong technical aptitude and ability to simplify complex concepts.
• Experience with engineering processes via an engineering, technical program manager, or agile practitioner background.
• The ability to create relationships where none exist and keep customers engaged.
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations.
• Exceptional presentation and communication skills, both verbal and written.
• Familiar with SDLC tools like Jira, GitHub, Bitbucket, and Azure DevOps.
• Have the ability to be flexible with change - it is a startup after all.