Senior Customer Success Manager

Blameless

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/03/2021
  • Website: blameless.com
  • Company Address: 400 Concar Dr, #154, San Mateo, California 94402, US

About Blameless

Blameless offers the only complete reliability engineering platform that brings together AI-driven incident resolution, blameless retrospectives, SLOs/Error Budgets, and reliability insights reports and dashboards, enabling businesses to optimize reliability and innovation.

Job Description

Blameless is an end-to-end Site Reliability Engineering (SRE) platform that enables industry-leading reliability practices so engineering teams can deliver customer happiness with consistency and ease. Our platform helps engineering teams set and monitor SLOs, orchestrate incident response, identify contributing factors, and create a culture of learning and improvement across organizations. Blameless, based in San Mateo, is backed by Accel and Lightspeed Ventures.
 
Blameless Senior Customer Success Manager
The Customer Success Manager is responsible for fostering a strong relationship and partnership with Blameless’ customers. Customer Success Manager works directly with the customers that can vary in their market segment, size, solution complexity, and life cycle, depending on the customer's needs.

Responsibilities (What will you do):

    • Understand the entire customer experience, putting customers’ needs first and the engagement across the customer journey as needed.
    • Develop a deep understanding of Blameless’ technology to help create customer success best practices to be delivered through a variety of 1:Many forums or to specific customers.
    • Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption and value recognition.
    • Find new opportunities to implement 1:many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format.
    • Test and iterate on Scale program ideas and track results based on common customer positive business outcomes.
    • Identify trends for common customer challenges and actively suggest ways to address them.
    • Coach customers to become product savvy by effectively diagnosing customer issues and employing best practices in Pendo.
    • Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities.
    • Actively monitor and measure your impact towards growing customer health, product adoption, and revenue.
    • Guide a customer on process, people and change management best practices to drive customers adoption of real-time operations.
    • Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
    • Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
    • Predict and forecast risk, renewal and expansion within the customer portfolio.

Qualifications (What you have)

      • You have a minimum of 3+ years of customer-facing account management, support, or project management experience for a modern software organization.
      • Experience with B2B saas customer success life cycle with mid-size companies and enterprises.
      • Worked in a DevOps/SRE/Engineering/monitoring/observability environment or with a company going through a transition to DevOps/SRE.
      • You are extremely comfortable using and learning new software - spreadsheets, CRM, email marketing, support, automation, productivity, and presentation software are all part of your toolbelt
      • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
      • Experience with building, analyzing, and interpreting customer data to influence stakeholder decision making
      • Experience discovering key goals and steering customer stakeholders with success plans
      • Exceptional communication and presentation skills (both written and verbal)Ability to interact with enterprise customer teams at various levels of technical and non-technical depth
      • Experience working with cross-functional teams (Marketing, Finance, Product, Sales, Support, Revenue Ops) to provide Voice of the Customer
      • Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
      • Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
      • Thrive in a collaborative fast paced environment and as a part of a results-oriented team.
 

Nice to have:

    • Coding experience (Python, Scala)
    • SQL experience 
    • Customers instructional design experienceExperience with walkthrough tools such as Pendo.io, Walkme etc
Blameless is a rapid growth startup headquartered in San Mateo.  As an equal opportunity employer, we are committed to a team defined and empowered by diversity. We consider qualified applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. https://www.blameless.com/about

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.