Customer Success Manager

Chromatic is dedicated to improving the UX of the internet by building tools that assist frontend teams in developing and testing user interfaces. They are seeking an experienced Customer Success Manager II to guide Enterprise customers through their journey, ensuring maximum product value and fostering long-term partnerships.

Responsibilities:

• Own a high-value Enterprise book of business; build and maintain executive-level relationships across Engineering, Product, Design, and Procurement
• Own accurate, real-time customer health tracking across your full book
• Identify churn risk and expansion signals early, and escalate them while there's still time to act
• Serve as a strategic advisor on Chromatic and Storybook, guiding customers through scalable adoption, best practices, and organizational rollout
• Conduct tailored business reviews and value assessments with senior stakeholders to drive alignment, reinforce ROI, and surface new opportunities
• Partner closely with Solutions Engineering, Sales, Product, and Engineering to ensure a unified, high-quality customer experience
• Act as a senior voice of the customer, bringing structured, actionable feedback that influences Chromatic’s product roadmap and long-term strategy
• Contribute to building scalable CS processes, playbooks, and best practices as Chromatic grows
• Analyze customer usage, product engagement, and business outcomes to inform account strategy and identify risks or opportunities
• Create account plans for top Enterprise customers, tracking objectives, adoption milestones, and expansion pathways
• Maintain clear and reliable documentation of account activity, insights, and stakeholder relationships to support seamless cross-functional visibility
• Be a reliable, trusted point of contact customers know they can count on
• Keep customers informed of product updates, enhancements, and relevant launches, ensuring proactive communication

Requirements:

• 3 - 6+ years of direct customer management experience in Customer Success, Account Management, or a related role within a SaaS technology company
• You have demonstrated success managing large, complex Enterprise accounts, including onboarding, renewals, multi-product or multi-team expansions, and C-level engagement
• You have a strong executive-presence, communication, and relationship-building skills, with the ability to advise senior engineering and product leaders
• You have strong foundational data analysis skills. You're able to interpret customer usage patterns and business metrics to drive decision-making
• You are highly organized and able to manage competing priorities across multiple accounts with exceptional follow-through
• You are curious, resourceful, and proactive; you're comfortable wearing many hats in a fast-moving startup environment
• You have experience in are enthusiastic about developer tools and modern frontend engineering workflows
• Experience working at a developer tools company
• Familiarity with frontend development workflows (e.g., pull requests, component libraries, CI/CD)
• Experience with Vitally, HubSpot, or similar tools
• Experience working remotely in a start-up or small company environment