Customer Success Manager
JOB SUMMARY
Customer Success Manager – SaaS / Engineering Intelligence Platform
Location: Remote (New England)
Compensation: $120,000 base / $160,000 OTE
About the Company:
This fast-growing software company is transforming the engineering intelligence space by empowering developers with real-time insights. Their platform integrates with tools to drive visibility, improve productivity, and enhance the developer experience. Backed by strong market demand and rapid adoption, they are poised for significant growth in a space expected to expand fivefold by 2027.
Why Join:
- Highly differentiated product with a 50%+ close rate in some segments
- Huge whitespace in a rapidly emerging market
- Strong product-market fit with high inbound interest
- Opportunity to help build a U.S. presence and shape company culture
- Collaborative, transparent team environment
About the Role:
As a Customer Success Manager, you’ll take ownership of the full customer lifecycle — from onboarding through ongoing support and renewal. You’ll partner closely with customers to ensure product adoption, drive ROI, and lead upsell efforts, including converting month-to-month customers into annual contracts and upgrading users to premium tiers. This is a high-impact role on a lean and growing team.
Responsibilities:
- Own onboarding, training, and continuous engagement for a portfolio of customers
- Develop deep product expertise to help customers realize maximum value
- Identify and execute on upsell opportunities, including plan upgrades and renewals
- Act as the voice of the customer internally to improve product and service
- Collaborate cross-functionally with Sales and Product to enhance the customer journey
Requirements:
- 2+ years in a Customer Success role at a SaaS company
- Experience working with technical audiences (e.g., DevOps, engineering teams)
- Comfortable managing the full post-sales customer lifecycle
- Strong communicator and relationship builder with a strategic mindset