Customer Success Engineer
CARTO
CloudSQL
Technical Customer Success Manager
Cycode | Complete ASPM
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
Kubernetes
About the role
- Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
- Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
- Understand the customer’s pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
- Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
- Align with technical stakeholders and executive decision-makers within our customers’ organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
- Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
- Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
- Proactively promote and educate customers on new features and capabilities added to the Cycode platform
- Capture and document the specific use cases, configurations, and other factors related to the customer’s instance of Cycode throughout the customer lifecycle
- Create advocacy and evangelism opportunities for customers
- Collaborate with Customer Success Engineers, Product Leaders, and Worldwide Technical Support to deliver advanced capabilities that align with customer business goals
- Report to the Director of Customer Success and manage the customer relationship throughout the customer lifecycle to drive value
Requirements
- 8+ years of customer success or technical account management experience with enterprise software
- 8+ years in the software development and/or application security industry
- Expertise in project management with experience managing Fortune 500 customers and/or complex projects that have achieved high customer satisfaction
- Experience managing at least $3M in ARR and/or 15 enterprise customers
- Strong technical acumen and high integrity, with experience in application security and/or DevSecOps/DevOps
- Excellent interpersonal and communication skills, as well as excellent presentation skills with the ability to build strong relationships with clients and address client needs
- Strong problem-solving skills, with the ability to identify and address customer needs
- Team player ready to help others
- Self-starter with intellectual curiosity
- Familiarity with SCM tools like GitHub, GitLab, Bitbucket
- Familiarity with modern scripting and programming languages - advantage
- Experience working with Planhat as CSM CRM - advantage
- Working proficiency with Kubernetes - advantage
