Apply on Employer Site

Factory · 2 weeks ago

Customer Success Manager

San Francisco, CA

Full-time

Onsite

Entry, Mid Level

2+ years exp

Factory is a company focused on helping strategic accounts maximize their adoption and usage of their platform. The Enterprise Customer Success Manager will own a portfolio of key accounts, driving consumption and value while building strong relationships with stakeholders to ensure successful outcomes.

Artificial Intelligence (AI)Developer ToolsSoftware Engineering

Growth Opportunities

Responsibilities

Drive Consumption & Value: Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption

Strategic Partnership: Build relationships with key stakeholders—from VP of Engineering to individual Tech Leads

Operationalize Success: Move beyond ad-hoc support to build repeatable "success plans” to proactively intervene when usage dips or blockers arise

Secure Renewals & Expansion: While consumption is your north star, you will lay the groundwork for long-term NRR by proving clear ROI and working with the Account Director to identify opportunities for expansion into new teams and business units

Voice of the Customer: Channel feedback from key users back to Engineering teams to help inform the Product roadmap

Enablement & Evangelism: Lead onboarding workshops and business reviews that educate teams on best practices

Hands-on Support: Act as the front-line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle

Qualification

Customer SuccessAccount ManagementTechnical FluencySolutions EngineeringBuilder MindsetDevTools ExperienceStartup Experience

Required

2-4+ years of experience in a customer facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company

Commercial and technical fluency: Strong understanding of technical products and an ability to translate the use of these technical products into business value and outcomes for customers

Builder Mindset: You are excited to help build the function, not just fill a seat. You are comfortable with ambiguity and move fast