Customer Success Manager

4 weeks ago

San Francisco, California, United States DuploCloud Inc Full time
About DuploCloud

DuploCloud is a software platform that empowers engineering teams to achieve their infrastructure automation, security, and compliance goals through DevOps-as-a-Service.

We strive to make DevOps and Infrastructure-as-Code accessible to everyone, allowing application developers to focus on building applications rather than writing thousands of lines of code to automate operational workflows and compliance standards.

DuploCloud is a venture-backed company, Series-B funded by Mayfield Fund, WestBridge Capital, and StepStone Group.

About the Role

DuploCloud is seeking a Customer Success Manager who can manage multiple onboarding projects, build trust with our customers (engineering teams) throughout the onboarding period, and achieve success for the customer as soon as onboarding concludes.

To be successful, the CSM must have a technical proficiency of the DuploCloud platform, cloud technologies, and infrastructure. The CSM will own and drive customer onboarding and continued customer adoption of our solution and services.

The CSM must have strong multi-tasking and project management skills, and a history of driving process improvements and customer experience.

Responsibilities
  1. Collect customer's desired outcomes and expected deliverables at the start of a new customer engagement and ensure we reference back to these at every point of the customer journey.
  2. Guide customer onboarding and implementation of DuploCloud platform.
  3. Develop customer onboarding plans and proactively manage the onboarding process, timeline, and resources, implementing customer's first use cases into production.
  4. Establish regular touchpoints with assigned customers, create and maintain a customer success plan, tracking success initiatives.
  5. Collaborate with the Product and Engineering teams to relay customer feedback and enhance the DuploCloud platform.
  6. Maintain a deep understanding of the DuploCloud platform, cloud provisioning, and management, common best practices, and use cases.
  7. Communicate the progress of monthly and quarterly initiatives to internal and external stakeholders.
Qualifications
  • 5+ years of prior experience in Customer Success in the cloud service, DevOps, or security and compliance, ideally with a technology consulting background and experience.
  • Strong knowledge of cloud technologies and infrastructure, including cloud platforms (AWS, Azure, GCP), Kubernetes, ECS, and similar container orchestration technologies, Terraform, and similar IaC technologies.
  • Expertise in onboarding clients with engineering and security ops solutions, ensuring effective and compliant implementations.
  • Proficiency in renewal forecasting and strategies to achieve high renewal rates.
  • Proficient in customer management tools and CRM software.
  • Exceptional verbal, written, organizational, presentation, and communications skills.
  • Detailed-oriented and analytical with strong technical and problem-solving skills.
  • Strong project management experience and skills.
  • Familiarity working with customers of all sizes, especially startups and SMBs.
Benefits
  • Remote flexible work options.
  • Employee assistance program (EAP).
  • Medical, dental, and vision benefits supplement.
  • Life and supplement life and Critical illness insurance.
  • Health Savings Account (HSA), Flexible Savings Account (FSA).

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