Customer Success Manager

| Remote
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About Prefect:

Prefect, the open-source data workflow automation platform. Our remote first company is singularly focused on this vision, and every team member directly contributes to its advancement. Every role solves a problem, and everyone can see exactly how their work helps achieve our mission.

To that end, we've carefully created a supportive, high-performance culture - the operating system of our company - that empowers our team to do the best work of their careers and achieve their personal and professional aspirations.

We are looking for folks who want to join a remote-first team #LI-Remote to build an equally amazing company and product.


Role Summary:

As a Customer Success Manager, you'll be focused on driving adoption of Prefect Cloud, one of the world's fastest-growing dataflow automation platforms. You will help our customers make the most of their Prefect Cloud investment while identifying new use cases.

You'll work with our product and go-to-market teams while spending a majority of your time working with our customers and community. You'll manage customer relationships, become a trusted advisor to our clients, and contribute to Prefect's fast-growing success.

You will report to our VP of Sales.


Expectations (you will):

  • Oversee the ultimate success of our customers, ensuring they realize the full value of the Prefect platform
  • Manage long-term client relationships, serving as both the internal client advocate and an external Prefect advocate
  • Advise and identify new use cases to support Prefect customers' business goals
  • Manage new customer onboarding calls and appropriate follow up action items
  • Lead customer sync calls to ensure adoption of Prefect's platform and coordinate support efforts
  • Own Customer Retention and Renewal ARR metrics for your book of business
  • Communicate enhancement opportunities and product feedback across the entire organization
  • Manage Salesforce customer account documentation
  • Champion our culture and foster a collaborative work environment
  • Embody ownership: contribute and advocate for your ideas, while also preventing projects from failing


Qualifications (you have):

  • 4+ years of B2B experience in account management or customer support experience
  • Experience consulting highly technical SaaS solutions in the dev tools/data space
  • Experience upselling at renewals
  • Experience communicating and building relationships with senior management and C-level executives
  • Problem solver with a deep empathy for the customer, you pick up on the non-verbal cues and understand the tone of the conversation and how to communicate the right message to each member of the audience
  • Desire to lead by example in an enthusiastic and team environment


What You'll Get in Return:

We take care of our team- our benefits are top-notch so that employees can work comfortably from wherever in the world they call home. Check out some of our most exciting benefits offered below.

  • Remote-first team with flexible-first culture
  • Equity Stock Options
  • 401(k) with 5% company match (vests immediately!)
  • Unlimited PTO
  • Medical, Dental and Vision insurance
  • Generous Parental Leave
  • Life Insurance and Disability benefits
  • $800 remote work stipend for whatever you need to work (food, wellness, equipment etc.)

And that is just the start, there's more! For more info check out our top-of-the-line benefits and perks on our careers page.

The U.S. base salary range for this full-time position is ($95,000-$125,000). Our salary ranges are determined by role, level, and work location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Your recruiter can share more about the salary range for your preferred location during the hiring process. Please keep in mind that equity is not included in the range provided above and will represent a significant part of your total compensation. Benefits and any bonus or incentive compensation is also not included in the range provided above.


Belongingness at Prefect:

Belongingness at Prefect is our commitment to ensuring mutual power, access, and opportunity among all groups and individuals who make up our community. We operationalize belongingness through actions large and small on a daily basis, but always with the goal that all groups and individuals can contribute as their most authentic self to the evolution of our product, our team, and our community.

Belongingness is also our commitment to bridge with individuals or groups not yet established in our community, acknowledge differences in a way that affirms distinct identities, and allows for a new, more expansive group identity to form.


Equal Opportunity at Prefect:

Prefect is an equal opportunity employer and encourages applications from people of all backgrounds. All applicants will be considered for employment without attention to race, religion, color, sex (including pregnancy, sexual orientation and gender identity/expression), national origin, disability or any other status protected under applicable federal, state, or local laws.

Sarah is a real live person (👋🏻) and is looking forward to learning more about you through your application.

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Technology we use

  • Engineering
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • Vue.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google CloudServices
    • SlackCollaboration

An Insider's view of Prefect

What's something quirky about your company?

We give rubber ducks to people we like and every name is a Hitchhiker’s Guide to the Galaxy reference. I absolutely love it!

Dylan

Customer Experience Lead

What projects are you most excited about?

I'm very excited about the launch of our new outreach initiatives for the Prefect Community! We are going to host some fun events for our users, such as code-along sessions, live demos, and hackathons. I'm looking forward to exchanging ideas and expanding my own knowledge base with other engineers that use Prefect.

Bianca

Associate Solutions Engineer

What are some things you learned at the company?

Joining the Prefect team has been a catalyst for my career growth. From coming to Prefect as an intern, my managers have been instrumental in my professional development. After I expressed my interest in working as a sales engineer, the whole Prefect team assisted me in learning the necessary skills to transition into the new role.

Matt

Sales Engineer

How do you empower your team to be more creative?

At weekly 1 on 1s, each team member is expected to raise to their manager a problem they've identified. We actually don't expect people to come prepared with solutions, given that identifying the problem is really half the battle. Once the problem is identified, the team member partners with their manager to brainstorm and execute on solving it.

Sarah

Chief Operating Officer

How do your team's ideas influence the company's direction?

The most challenging and rewarding thing about being on the Growth team is that it sits cross-functionality across product and marketing. The ideas from the team impact the core levers of acquisition, activation, and monetization. Execution of these ideas is balanced between being quick builders in a scrappy startup environment and working closely.

Sarah

Growth Lead

What are Prefect Perks + Benefits

Prefect Benefits Overview

What do you get when you become a Prefectionist? A magical environment driven by empowerment, positivity and candor at one of the fastest growing companies in the space. We believe investing in our employees for the long term and doing right by them so we provide first class benefits and some pretty great perks, too!

Some of our benefits and perks we are really excited about are:

- our $300 per month stipend towards whatever you need to work comfortably while remote
- unlimited PTO
- 401(k) with 5% match
- $1,000 per year educational stipend for professional development
- quarterly compass coffee care packages!
-.....and more! Keep reading below for more benefits and perks that we offer!

Culture
Volunteer in local community
Giving back to the community is core to us at Prefect and we encourage our employees to get involved! The team has volunteered for a beach cleaning, making hand sanitizer- stay tuned for more!
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Flexible work schedule
Prefect offers a flexible schedule. Employees are expected to be available during 9am-6pm their local time, however, employees are trusted to set their own working hours.
Remote work program
Prefect is 100% remote first. We offer a $300/month stipend towards whatever you need to work comfortably while remote- i.e. flex desk, coffee shop expenses, utilities, WFH equipment, phone etc.
Diversity
Mandated unconscious bias training
Hiring practices that promote diversity
We have adopted a structured interview process with behavioral and situational questions. This is a data-based approach to mitigate unconscious bias and find high-performing candidates for our team!
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees are able to contribute to FSAs (for transportation and health and dependent care expenses).
Disability insurance
Prefect provides basic short term, and long term disability insurance at no cost.
Dental insurance
Prefect offers two Dental plans to choose from!
Vision insurance
Prefect offers Vision insurance and partial coverage for exams, lenses and frames.
Health insurance
We have multiple CareFirst health plans to choose from. with Prefect covering 70% of the cost of the second most expensive plans for both employees and dependents.
Life insurance
Prefect provides basic life insurance at no cost.
Pet insurance
Prefect is very pet friendly (we have entire Slack channel dedicated to pets) and we offer pet insurance for your furry friend!
Wellness programs
Prefect offers a $50/month stipend towards your gym memberships, massage, acupuncture, climbing, etc.
Team workouts
Our team meets weekly for yoga sessions!
Mental health benefits
We have an Employee Assistance program for enhanced mental health, financial and legal support for you and your household.
Financial & Retirement
401(K) matching
Prefect's Betterment 401k plan has a safe harbor dollar for dollar match of up to 5%! Roth or pre-tax 401(k) employee contributions, multiple investment options, and no vesting period. Cha-ching!
Company equity
Ownership is one of our standards, so we give our team the option to actually own a part of Prefect; early exercise is available.
Performance bonus
Charitable contribution matching
Donate to your favorite 501(c)(3) and Prefect will match up to $500.
Child Care & Parental Leave Benefits
Generous parental leave
10 weeks of paid parental leave!
Family medical leave
Company sponsored family events
Prefect hosts events throughout the year and we encourage our employees' families to join! Coming up is a Prefect hosted magic show!
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Office Perks
Commuter benefits
Employees may contribute pre-tax to a commuter benefits card.
Company-sponsored outings
Prefect aims to get together in person as a company for an annual All Staff! We were unable to get together in person this year due to the pandemic so we have hosted lots of social hours!
Free daily meals
There are 2 opportunities every day to attend team lunch- attend team and expense up to $25 on your lunch! Food is always on us for happy hours and special events, too!
Company-sponsored happy hours
Prefect hosts at least 2 Happy Hours per quarter!
Fitness stipend
Prefect offers a $50 per month towards your gym memberships, massage, acupuncture, climbing, etc!
Home-office stipend for remote employees
Prefect provides a one time $500 stipend to set up your home office!
Professional Development Benefits
Job training & conferences
Prefect often participates in conferences and we give our employees opportunities to attend and network!
Lunch and learns
One Friday a month we host a place to talk about what you've been working on, or anything else interesting you'd like to share. All topics welcome!
Promote from within
Continuing education stipend
Each employee can spend up to $1,000 per calendar year on personal education/development, with the opportunity to earn additional credit throughout the year.
Continuing education available during work hours
Online course subscriptions available

Additional Perks + Benefits

Prefect's Benefits and Perks Program is designed to help solve the following problem: how do we better support our current team members to do the best work of our lives?

In order to help solve that problem, we've established two guiding principles for choosing our Benefits and Perks:

Flexible First- Team members choose when, where, and how we get our work done, focusing on outcomes rather than time.

Supporting our team- supportive in difficult and wonderful times of our lives, and create the most inclusive workplace possible.

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