Strategic Customer Success Manager

Title: Strategic Customer Success Manager

Location: Remote

Job Description:

About the Team:

Netlify’s vision is to build a better web. Netlify Customer Success Managers are responsible for managing the business relationship (overall health, retention, and technical success) for some of the world’s most recognizable brands. They partner closely with key customer and partner stakeholders (often web development teams) and the broader Netlify organization – including sales, solutions engineering, product management, and support to drive impact and value. Part of your role as a Strategic Customer Success Manager will be to increase customer engagement while protecting our global net retention of customers. You will offer guidance to customers on how to best leverage Netlify to drive business and technical objectives – and will be the designated point of contact for the post-sales portion of the customer journey.

What You’ll Do:

• Serve as the primary business-related point of contact for customers within Netlify for any contractual and project-related questions, comments, or concerns
• Owns the success and engagement motions to develop long-term customer value
• Establish productive relationships with key stakeholders within our customer base
• Drive engagement and feature adoption across all in-territory accounts
• Consistently deliver against renewal goals
• Use your skills to proactively reach out to customers with account-related or role-relevant information
• Elevate customer feature requests to Product Managers
• Perform customer-facing quarterly business reviews with base, embodying the role as a strategic advisor
• Prepare and coordinate high-quality renewal reviews with a book of business
• Partner with support, solutions engineering, and product to drive valuable engagements with base
• Identify growth opportunities within the account base
• Lead webinars and/or group trainings on product roadmap and feature releases
• Travel to attend in-person customer onsite training and business reviews, as necessary

What You’ll Bring:

• Proven experience in successful implementation and communication with a large number of accounts
• Ability to identity growth and development opportunities with accounts
• Demonstrated ability to foster professional relationships with key customer stakeholders
• Several years of experience in Customer Success or adjacent roles related to renewals and account management
• Proactivity, organizational skills, and providing quick response times are a must
• Strong ability to analyze data points in relation to customer usage and growth on the Netlify Platform
• Some high-level familiarity with the composable architecture (MACH) approach and relevant SaaS services
• Ability to multi-task and manage multiple customer engagements simultaneously
• Experience in working with Salesforce, Vitally, Sigma, and Google Workspace
• A customer-service focus and growth mindset
• We welcome remote candidates based in North American timezones
• Strong sense of creativity and sense of ownership to build processes and drive result

Applying

Not sure you meet 100% of our qualifications? Please apply anyway!

When applying please include:

A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine). We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to get to know you a bit better, though this is not required and will not impact your application. Our mission is to “build a better web” and that cannot be done without a diversity of skill sets, backgrounds and thoughts.

We will be accepting applications until Friday, August 16th at 5pm ET.

Of everything we’ve ever built at Netlify, we are most proud of our team. Netlify is an Equal Opportunity Employer. We are devoted to building a team of people with diverse backgrounds and lifestyles. Driving equality empowers our team, enables us to innovate, and helps us maintain a more inclusive environment. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences. If we can do anything to provide a better interview, i.e. accommodate a disability, then please let us know by emailing accommodations@netlify.com.

About Netlify

At Netlify, we’re on a mission to build a better web by making it easier than ever to build, deploy, and scale web applications. By unifying an entire ecosystem of web development tools, content sources, services, and APIs into one simplified workflow, Netlify empowers top brands to ship campaigns faster, reduce risk, and boost productivity and revenue. At the forefront of the composable web movement, with over 4 million web developers and businesses using the platform, with Netlify, you can connect everything and build anything.

We are a Series D company and have raised over $200M from investors such as Andreessen Horowitz, Kleiner Perkins, EQT, Bessemer, BOND, and Menlo Ventures. As a fully distributed company, we aim to create a company culture where the best idea can come from anywhere and strive to be thoughtful, compassionate, and collaborative in our work. If this sounds like something you’d like to be part of, we’re excited to connect with you!

At Netlify, we are committed to a compensation philosophy that prioritizes fairness and equity, positions our employee compensation competitively in the market, recognizes and rewards performance, and takes a comprehensive approach to our rewards package. We anchor our compensation philosophy on a market-based approach, therefore salary ranges may differ depending on the labor cost in a particular location. The salary provided is in addition to robust benefits and participation in Netlify’s equity plan. Our base compensation for this role is targeted at $65,400 – $88,800 for most US-based locations. Because this role is eligible to participate in Netlify’s commission plan, it is common for employees in this role to receive total on-target earnings of $109,000 – $148,000. Candidates outside the US or in premium markets should consult with their Talent Acquisition partner regarding location-based ranges, as they may be higher or lower than the average US range listed. The starting pay will be determined based on multiple factors, including expertise and skills, market demands, experience, internal equity, and applicable geographic location. These compensation packages and ranges are subject to change and may be modified in the future.

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