Remote Technical Customer Success Manager

Summary

Join our team as a Technical Customer Success Manager and drive customer adoption and value through onboarding, consumption, and risk mitigation workstreams.

Requirements

• 3+ years of TAM, CSM, or program management experience with focused technical aptitude
• Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platforms
• Proficiency and knowledge of existing solutions in the same domain as HashiCorp tools (e.g. Infrastructure Automation, Identity Management, and Dev/Ops)
• Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
• Outstanding written and verbal communication/presentation skills to support onsite or remote strategic business reviews
• Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate the customer’s needs
• Strong interpersonal skills and the ability to work with various teams with varying backgrounds and skill sets
• Ability to discuss high-level technical concepts with non-technical stakeholders
• Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and is comfortable with high levels of ambiguity
• Skilled at driving the adoption and consumption of software solutions to large and multifaceted global companies
• Thrives by having regular interactions with customers and is proactive in their outreach
• Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)
• Able to be successful in a cross-functional, remote-first culture

Responsibilities

• Responsible for driving Customer onboarding and risk mitigation
• Work in partnership with internal stakeholders to resolve identified risks and escalated issues in a timely manner
• Measure, report, and analyze account health, playbook progress, and account sentiment to optimize the customer journey continuously
• Be responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, and calls to action in Gainsight

Benefits

Ability to travel to customers and internationally to Hashicorp events as needed