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Role Description

This role is a high-impact leadership opportunity for a customer success professional who thrives on building scalable programs and leveraging automation and AI to maximize customer outcomes. You will manage a portfolio of 150–200 strategic accounts while designing systems that allow one Customer Success Manager to deliver 10x the impact. This position blends operational execution, technical expertise, and strategic influence, enabling you to drive retention, expansion, and measurable customer value at scale. You’ll work cross-functionally with Sales, Product, Marketing, and Solutions Engineering to create repeatable, high-leverage programs while fostering strong relationships with both technical and executive stakeholders. The ideal candidate thrives in a fast-moving environment, embraces experimentation, and is passionate about delivering outcomes that transform customer experiences.

• Build, implement, and operationalize one-to-many programs such as webinars, office hours, enablement series, and lifecycle campaigns, converting repeatable plays into automated workflows.
• Evaluate, source, and implement tools to increase customer coverage, engagement, and expansion efficiency.
• Own gross retention and expansion across a portfolio of ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor.
• Identify and execute growth opportunities, building relationships with technical buyers (SREs, web/mobile leads, platform teams) and executive sponsors (CTOs, CPOs).
• Serve as a subject matter expert in user-focused observability, digital performance optimization, and developer-focused products (SDKs, integrations, APIs).
• Partner with Sales, Solutions Engineers, Marketing, and Product teams to drive retention, expansion, and customer advocacy.
• Operate with imperfect structures, building scalable workflows and programs from scratch to maximize team efficiency and customer value.

Qualifications

• 5+ years in Customer Success, Account Management, or Consulting roles with proven success managing large portfolios and driving expansion.
• Demonstrated ability to design and execute scalable CS programs using automation and AI tools or a strong track record of adopting emerging AI workflows.
• Comfortable articulating technical and business value to senior technical and executive stakeholders; experience with observability, RUM, APM, web performance, or developer-focused products.
• Strong one-to-many communication skills and the ability to deliver value through automated, scalable programs.
• Ability to operate independently, build processes from scratch, and thrive in a fast-paced, evolving environment.
• Experience partnering cross-functionally with Product, Marketing, Sales, and Solutions Engineering teams.

Benefits

• OTE $130,000–$160,000 USD, based on experience and skillset.
• Equity opportunities and additional benefits as part of total compensation package.
• Remote-first work environment, with occasional travel for company events, team collaboration, or conferences.
• Ownership of high-impact programs, technical expertise, and strategic influence.
• Culture of learning and innovation, emphasizing experimentation, cross-functional collaboration, and measurable customer outcomes.