Customer Success Portfolio Manager

hace 1 día

San José, San José, Costa Rica Hashicorp A tiempo completo
Grow Your Career with HashiCorp

We are seeking an exceptional Customer Success Portfolio Manager to join our team in driving long-term customer success and adoption of our innovative products.

As a key member of our Customer Success team, you will be responsible for managing a portfolio of accounts, ensuring seamless onboarding, and executing defined customer success journey milestones via prescribed playbooks.

Your primary focus will be on achieving and sustaining adoption, mitigating renewal risk, and identifying expansion opportunities across your portfolio of accounts.

You will work closely with cross-functional teams, including Customer Success Architecture, Enterprise Account Management, Renewals, Solution Engineering, Professional Services, and Support, to resolve identified risks and escalated issues in a timely manner.

About the Role
  • Be accountable for the success of the customer journey for your portfolio accounts as measured by both the health score and gross revenue retention and expansion for each account.
  • Direct the execution of the Outcome Delivery and Customer Management processes for your portfolio.
  • Coordinate the transition of your accounts at the point of acquisition as well as when new products are purchased via expansion motions.
  • Work closely with the Customer Success Architecture, Enterprise Account Management, Renewals, Solution Engineering, Professional Services, and Support teams to resolve identified risks and escalated issues in a timely manner.
Requirements
  • 1+ years of experience in a customer success or consulting role, or 2+ years in an inside sales or business development role.
  • Data-driven, well-organized, and have a bias toward action: rely on metrics and KPIs to plan your weekly schedule.
  • A self-starter who thrives in a fast-paced start-up environment: always willing to take on new projects and do whatever it takes to make customers happy and the company successful.
  • Great communication skills with the ability to influence and drive action across teams.
  • Outstanding written and verbal communication/presentation skills to lead onsite or remote strategic business reviews.
  • Thrives by having regular interactions with customers and is proactive in their outreach.
  • Strong listening skills with the demonstrated ability to ask effective questions.
  • Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn.
  • Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce).
  • Able to thrive and be successful in a remote-first culture.
What We Offer
  • An estimated salary range of $80,000 - $110,000 per year, depending on location and experience.
  • A dynamic and growth-oriented work environment with opportunities for professional development.
  • A competitive benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan.
  • A generous PTO policy, allowing you to recharge and prioritize your well-being.

At HashiCorp, we believe in building a diverse and inclusive team that represents a variety of backgrounds, perspectives, and skills. We are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work.

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