Customer Success Manager

Role overview Manage customer relationships and commercial outcomes across renewals and account growth. The role combines proactive customer success work with account management: helping customers get value from a data or developer-focused product, addressing concerns, and identifying opportunities to expand the relationship.

Responsibilities - Maintain relationships with customer decision-makers and understand changing goals and needs. - Coordinate onboarding and continue engagement through regular check-ins and quarterly business reviews. - Monitor upcoming renewals, support renewal discussions, and identify expansion opportunities. - Work with technical support to respond to customer questions and resolve issues. - Track retention, expansion, and churn outcomes, and contribute to deal negotiation and closing. - Gather and review customer feedback to inform satisfaction improvements and product decisions.

Requirements - At least 2 years in customer success or account management, with exposure to renewals, upselling, business reviews, or customer feedback. - Experience building and maintaining customer relationships. - Familiarity with sales processes, including negotiation and deal management. - A proactive approach to uncovering customer needs and tailoring solutions. - Strong written, verbal, interpersonal, and presentation skills. - Experience using CRM systems.

Nice to have - Experience with database systems, database products, or developer-focused products. - Background in open-source technology sales or community engagement. - Familiarity with HubSpot.

Benefits and work setup The position is remote within the United States, with a preference for Eastern or Central time zones, or availability for early morning hours to coordinate with a global team.