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Copado · 2 hours ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

$90K/yr - $120K/yr

5+ years exp

Copado is the #1 DevOps Platform for Salesforce and the Cloud, driving digital transformation for innovative brands. As a Customer Success Manager, you will ensure customer satisfaction by acting as a strategic partner, providing tailored advice, and helping clients maximize their use of Copado's platform.

CollaborationDeveloper PlatformDeveloper ToolsDevOpsIT ManagementSoftware

Responsibilities

Act as a strategic and influential partner for customers, going beyond general discussions to ask questions and address specific pain points and use cases

Identify areas of opportunity hindering customer success and provide tailored solutions and recommendations that require out-of-the-box thinking

Improve team efficiency by optimizing previously defined processes such as templates or risk playbooks

Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on customer attendees

Clearly articulate the value proposition of Copado's features and products using a strategic and consultative approach

Provide meaningful follow-up summaries and resources after each customer call

Independently create optimal prescriptive plans with customers to help them achieve their goals, creating templated success plan playbooks for the team to use

Conduct initial discovery to qualify opportunities for upsell, proactively communicating with Sales to support upsell motions

Execute Quarterly Business Reviews (QBRs) using CopadoInsights data to identify trends, risks, and opportunities for increasing customer value and driving Copado's growth

Qualification

Customer success managementSalesforce project deliveryConsultative approachAgile methodologiesProblem-solving skillsStrategic planningTraining guidanceInterpersonal communicationEmotional intelligenceRelationship building

Required

Excellent written, verbal, and interpersonal communication skills

Minimum 5 years of experience in customer success management roles or Salesforce project delivery roles

Strong sense of accountability in following up with customers and holding others accountable

High emotional intelligence to pick up on customer sentiment and take command of conversations

Consultative approach in advising customers on the processes required to achieve their goals

Experience in addressing key challenges encountered by Copado customers, such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows

Strong problem-solving skills and the ability to think creatively to find innovative solutions for customers' unique needs

Experience in driving customer adoption and success through proactive communication, relationship building, and strategic planning

Preferred

Familiarity with Copado's features and functionalities, including low-code orchestration, user story-centric branching strategy, and metadata conflict resolution

Knowledge of agile methodologies and practices, as well as experience in implementing agile processes using CI/CD and testing toolkits

Understanding of integration capabilities and experience integrating ALM tools or systems

Ability to provide guidance and training to customers on using Copado effectively to overcome their specific challenges