Customer Success Manager
About DuploCloud:
DuploCloud is a software platform that allows engineering teams to achieve their infrastructure automation, security and compliance goals by offering DevOps-as-a-Service. We strive to make DevOps and Infrastructure-as-Code accessible for everyone; where application developers can focus on building applications rather than writing thousands of lines of code to automate well known operational workflows and compliance standards. DuploCloud is a venture backed company, Series-B funded by Mayfield Fund, WestBridge Capital and StepStone Group.
About the Role
DuploCloud is looking for a Customer Success Manager who can own a group of assigned customers and establish a trusted and strategic advisor relationship with each one.To be successful, the CSM must have a technical proficiency of the DuploCloud’s product, cloud technologies and infrastructure, drive continued customer adoption and value of our solution and services, and maintain high customer retention. The CSM is also expected to know how to utilize data and analytics to effectively provide customer insights and product improvement recommendations.
Responsibilities
- Establish regular touchpoints with assigned customers per the established SLAs, to review progress against customer strategic and technical objectives.
- Ensure successful onboarding of customers and assist customers in optimizing their engineering resources and costs through the efficient use of DuploCloud's software.
- Maintain a deep understanding of the DuploCloud platform, cloud provisioning and management, more common best practices, and use cases in order to guide the customer.
- Act as the customer’s primary point of contact for all DuploCloud questions and industry best practices.
- Measure and monitor customers’ achievement of critical and key performance indicators, customer usage and adoption, reporting both internally to DuploCloud stakeholders and externally to Customer sponsors and decision makers.
- Work closely and partner with DuploCloud Implementation, Operations, Sales and Product Management teams.
Qualifications
- 5+ years of prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
- Knowledge of software development lifecycle and development pipeline
- Understanding of continuous integration, continuous deployment, DevSecOps.
- Strong knowledge of cloud technologies and infrastructure, including cloud platforms (AWS, Azure, GCP), Kubernetes, ECS and similar container orchestration technologies, Terraform and similar IaC technologies.
- Good knowledge of CI/CD systems.
- Proficient in data analysis and utilization to make informed decisions.
- Proficient in customer management tools and CRM software.
- Exceptional verbal, written, organizational, presentation, and communications skills
- Detailed oriented and analytical with strong technical and problem-solving skills
- Strong project management experience & skills.
- Familiarity working with customers of all sizes, especially startups and SMBs.
Benefits:
- Remote flexible work options
- Employee assistance program (EAP)
- Medical, dental & vision benefits supplement
- Life & supplement life and Critical illness insurance
- Health Savings Account (HSA), Flexible Savings Account (FSA)
Note: DuploCloud Inc. is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. If you have a disability or special need that requires accommodation, please contact us at [email protected].
Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records.
This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
The pay listed above is specific to California, Colorado, Connecticut, Maryland, Nevada, New York, Rhode Island, and Washington. The standard base pay range listed for this role may not be applicable to other locations.
Applicants may be required to sign a confidentiality agreement during the interview process. Applicants who receive job offers from DuploCloud Inc. will be asked to sign a confidentiality agreement, intellectual property disclosure, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at DuploCloud Inc. and wish to review a copy of the required documents prior to receiving an offer, you may request a copy from your Recruiter.