Customer Success Manager
Core
Strategic relationship management and retention for high-value developer tooling accounts, transforming reactive management into proactive partnerships.
Role type
Senior Customer Success Manager (Technical Account Management)
Builds
Documentation platform serving 100M+ developers and 20,000+ companies
Domain
Developer tools / Technical documentation / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic relationship management, technical stakeholder engagement, account planning, retention strategy, cross-functional collaboration, growth opportunity identification, process building, product feedback translation, technical issue resolution, customer advocacy program development
Preferred skills
Developer tooling background, API product experience, prompt engineering, AI/ML application experience
Technologies
HTML, CSS, JavaScript, Git, API documentation tools, product analytics tools, customer success automation tools
Responsibilities
Own and manage a customer portfolio, establish regular touch points and quarterly business reviews, build relationships with leadership and technical decision-makers, create comprehensive account mapping, drive cross-functional adoption, identify growth opportunities, implement proactive retention strategies, build onboarding and expansion processes, work with Product to translate feedback, collaborate with Support on technical issues, partner with Marketing on advocacy
Seniority
Senior, hands-on IC