Remote Strategic Customer Success Manager

Summary

Join our team as a Strategic Customer Success Manager at Stack Overflow, where you'll work in tandem with internal stakeholders to renew and grow business in our existing client base. As a CSM, you'll proactively provide guidance and advice to large customers through the milestones of their customer journey.

Requirements

• 5+ years of experience in customer-facing customer success, account management, or strategic consulting role; enterprise software or SaaS experience is a preferred
• Experience working with large, complex customers and products that reach thousands of users within each customer
• Passion for building trust and communicating effectively with customers
• Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
• Strong interpersonal skills and experience building strong internal and external relationships
• Consistent track record of highly-professional customer service in a fast-paced, dynamic environment
• Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues

Responsibilities

• Strong awareness of the customer journey and how a Customer Success Manager serves to strategically advise customers toward agreed upon goals
• Be responsible for validating and championing the expansion and adoption growth within a book of business across customer profiles with various business needs
• Work alongside an Account Executive to proactively grow our footprint within a customer
• Engage and meet with customers for Executive Reviews in order to develop a clear understanding of their needs, opportunities and possible solutions
• Coach and drive customers toward the maximum value application of Stack Overflow alongside their business needs on a defined timeline, promoting methodologies and business practices that create customer experts
• Maintain high levels of customer engagement and satisfaction with a focus on customer value & loyalty
• Identify common customer challenges amongst your CSM cohort and their books of business to help identify opportunities for enhanced product solutions
• Partner cross-functionally with Stack Overflow Account Executive, Product, Engineering and Marketing teams to continuously improve the customer experience
• Ability to craft internal and customer-facing assets
• Help drive customer references and case studies

Preferred Qualifications

• Experience with tools such as Salesforce and CS-centric tools is a plus
• Experience with a professional community management platform for a large technologically-focused user base

Benefits

• Competitive Base Salary
• Generous paid vacation
• Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
• Equity for all employees at all levels
• Industry-leading health benefits that are applicable per country of residence for all our full-time employees
• Company-paid Life Insurance
• Home Internet stipend
• Professional allocation for your growth and development
• One-time allowance to assist with your home office setup
• Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive