Key skills
Customer relationship managementDevOps knowledgeCloud infrastructureTechnical communicationProject managementEmpathyFluent in EnglishAdaptabilityGrowth mindsetTeam collaborationKubernetesSaaSCRMCommunicationCustomer Success
About this role
Qovery is a remote-first DevOps automation platform that empowers developers by simplifying cloud computing. As a Customer Success Manager, you will build long-term relationships with customers, drive adoption, and identify expansion opportunities while collaborating closely with various teams to ensure customer satisfaction and operational excellence.
Responsibilities:
- Own a book of business. Act as the primary point of contact for queries and escalations, identify risks early, and execute engagement plans that protect revenue and create champions
- Use data and customer insights to spot where we can add value. Collaborate with AEs, SEs, Product, and Marketing to position and close upsells
- Plan and deliver onboarding so customers meet agreed timelines. Coordinate SEs, PMs, Engineering, and AEs. Build clear workflows and accountability to reduce delays and escalations, and ensure smooth handoffs. Aim for 95 percent on time onboarding
- Respond swiftly and reduce open issues through workflow improvements. Maintain clean CRM hygiene, define and track KPIs, and improve docs to cut repeat tickets
- Translate technical incidents into clear updates for technical and non technical stakeholders. Keep status current, share product feedback with context and impact, and align cross functionally
- Run post-mortems, capture lessons learned, and propose process changes or light automation that raise quality and speed. Model empathy, active listening, and a growth mindset
Requirements:
- proven track record in customer facing technical roles such as CSM, TAM or SE, ideally in DevTools or Cloud Infrastructure
- Proven ability to manage complex customer relationships, drive upsell opportunities, and execute operational processes efficiently
- DevOps, cloud infrastructure, modern SaaS, understanding of APIs and software architecture
- Empathy, adaptability, and a growth mindset, with a passion for building strong customer relationships
- strong written communication; resilient and coachable
- You thrive in a team environment, sharing learning and winning together
- Fluent in English
- Based on the East Coast
- Kubernetes is a nice to have
- Basic programming experience is a plus