Senior Customer Success Manager

You lead rollouts, monitor health and usage, and keep stakeholders informed. You partner with Sales on expansions and renewals, and with Support and Product on issues and feedback.

What you’ll do here

• Own onboarding and rollout plans for new customers; coordinate with Sales for a smooth, successful implementation of the company’s platform

• Remove barriers to adoption so customers achieve their desired outcomes expediently

• Engage with customers to understand goals, challenges, and use cases, and provide tailored guidance and recommendations

• Identify expansion opportunities within existing accounts, and partner with Sales on upsell and cross‑sell motions

• Oversee renewals and forecasting, ensuring timely, successful commitments

• Serve as the primary point of contact for inquiries, issues, and escalations, and collaborate with the company teams to resolve

• Monitor and report on customer health and usage

• Develop deep expertise in the company’s products to provide global customer coverage

What we’re looking for

• 3+ years in software/SaaS sales and/or customer success, with enterprise experience preferred

• Working knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC

• Hands-on experience with Salesforce and other industry-standard CS platforms

• History of building strong relationships across executive, business, and technical stakeholders

• Consistent internal advocacy for customers and the ability to provide actionable feedback for Product and cross‑functional teams

• Habit of staying current on industry trends, CS best practices, and the competitive landscape

• Startup experience

• High EQ with strong verbal communication and technical writing skills

• Self‑motivated with a creative and analytical approach to problem-solving

Bonus tacos if you have

• Customer success or sales experience focused on developer tools

• Renewal management experience

• Experience with Totango or a similar Customer Success platform (e.g. Gainsight, Pylon)

• Tinker with AI and the developer tools ecosystem (e.g. ChatGPT, Claude, Cursor)

ABOUT the company

The company is the leading platform for AI development Infrastructure, enabling enterprises to securely run human and AI-driven development workflows in consistent, governed environments. The company provides self-hosted, agent-ready workspaces that unify developer productivity and platform governance. With the company, enterprises can confidently evolve from human-only development to AI-assisted and autonomous workflows, without sacrificing security, compliance, or performance. Learn more at the company [link for members]

INTERVIEW PROCESS

We believe that the interview process should be transparent, consistent, and enjoyable. We value your time and hope to complete the interview process in two to four weeks, if schedules allow. Through your interviews, you will meet a mix of individual contributors, managers, and senior leaders.

AI USE DURING THE INTERVIEW PROCESS

As an AI company, the company embraces the use of AI tools, and we want to be transparent about our expectations as you navigate our interview process.

Not permitted: Using AI assistance during conversational interviews.

Permitted: Using AI tooling for take-home assessments. Please flag where and to what extent it was used in your take-home. Your submission will not be penalized for using AI as long as it is done honestly.

OUR USE OF AI IN HIRING

We use AI tools to help manage our recruitment process efficiently and fairly. Specifically:

• Ashby and Brainerr help us review inbound applications by surfacing candidates who best match the role requirements we've defined. This tool does not make hiring decisions; it helps our team prioritize which applications to review first.

• Granola takes notes during our interview calls so our team can focus on the conversation with you.

All hiring decisions are made by humans. Our team reviews applications, conducts interviews, and makes final selections. AI tools assist us but never replace human judgment, and these practices are conducted in compliance with applicable data protection, AI governance, and labor laws. Your data is not used to train AI models.

In accordance with New York City Local Law 144, an independent bias audit has been conducted on "Automated Employment Decision Tools"; results are available for Ashby [link for members]

If you're applying for a role at the company and have questions about how we use AI in our process, or if you'd like to request information about the data we collect, please contact [link for members]

The company IS A PROUD EQUAL OPPORTUNITY EMPLOYER

We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.