Customer Success Manager - US based
We provide the DevOps automation platform built to empower developers. From cloud infrastructure provisioning to production deployment, Qovery streamlines every step, enabling faster delivery, simplified workflows, and significant time savings.
?? Why your role is important:
As a Customer Success Manager (CSM) at Qovery, based in the US, you?ll be the primary advocate for our paying customers, ensuring their satisfaction, retention, and growth. You?ll collaborate across teams (SEs, AEs, Product, and Marketing) to deliver seamless onboarding, resolve customer challenges, and identify upsell opportunities. Your work will directly contribute to our mission of empowering developers and growing Qovery?s customer base.
?? What will your job look like:
1. Customer Retention & Satisfaction
? Serve as the primary point of contact for paying customers, ensuring their needs are addressed promptly and effectively.
? Build long-term relationships and proactively mitigate risks of churn.
? Ensure seamless onboarding by coordinating efforts with SEs and AEs, delivering a smooth transition from pre-sales to post-sales.
? Maintain high customer satisfaction and consistently gather positive customer feedback.
2. Drive Expansion Revenue
? Collaborate with AEs, SEs, and other teams to identify and execute upsell opportunities.
? Analyze customer usage data to identify growth opportunities and craft targeted strategies.
3. Operational Efficiency
? Manage a portfolio of paying accounts, ensuring timely responses and resolution of most inquiries.
? Optimize workflows, processes, and documentation to scale support operations effectively.
? Track and improve key support KPIs, including response times, resolution times, and churn rate.
4. Project Management
? Take ownership of onboarding processes, ensuring timely and successful delivery of new accounts.
? Coordinate cross-functional teams (SEs, PMs, AEs) to streamline onboarding and support workflows.
? Develop structured workflows and enforce timelines for customer success projects.
?? About you:
? Experience: 5+ years in customer success, project management, or related roles within SaaS, DevTools, or cloud infrastructure.
? Skills: Proven ability to manage complex customer relationships, drive upsell opportunities, and execute operational processes efficiently.
? Technical Knowledge: Familiarity with DevOps, cloud infrastructure, and SaaS tools is a plus.
? Mindset: Empathy, adaptability, and a growth mindset, with a passion for building strong customer relationships.
?? What you'll get at Qovery
? Competitive Compensation
? Comprehensive Benefits: Health, dental, vision, 401k, PTO, and life insurance.
? Flexible Work Setup: Remote-first culture; work from anywhere with a reliable internet connection.
? Learning Opportunities: Professional development and growth supported from day one.
? Innovative Environment: Join a high-growth startup pushing boundaries in cloud technology.
? Authentic Culture: Collaborate with a team that values care, innovation, and customer success.
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