Customer Success Strategist

hace 1 semana


San José, San José, Costa Rica Hashicorp A tiempo completo

About the role

The Customer Success Manager at HashiCorp is a critical player in driving long-term customer success. The ideal candidate will have 8+ years of experience in TAM, CSM, or program management with technical aptitude. They will be responsible for managing a portfolio of accounts, ensuring adoption and health, and identifying expansion opportunities.

Key Responsibilities

  • 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 various teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers
  • Bring the voice of the customer to HashiCorp as you partner with engineering, marketing, and product to deliver best-in-class customer experience for your portfolio

Requirements

  • 8+ years of TAM, CSM, or program management experience with technical aptitude
  • Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
  • Outstanding written and verbal communication/presentation skills to lead onsite or remote strategic business reviews
  • Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer's business priorities and anticipate the customer's needs
  • Ability to discuss high-level technical concepts with non-technical stakeholders

Benefits

  • Able to thrive and be successful in a remote-first culture
  • Ability to travel internationally and to HashiCorp events as needed


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