Customer Success Manager

Firefly is a trailblazing force in the tech industry, propelling the future of Cloud Asset Management. Our product-led service empower DevOps, SRE, and Cloud Platform teams to master their cloud landscape, detect drifts, invoke policy-as-Code, and maintain a codified cloud across Multi-Cloud and Kubernetes clusters. We specialize in providing comprehensive asset inventory, insights, and Infrastructure-as-Code information. Firefly is a fast-growing startup recognized as an emerging innovator in the DevOps community. 

At Firefly, we are looking for a Customer Success Manager based in the US (open to all states as this is a remote position), to join our CS team. 

As a Customer Success Manager you’ll build relationships with our customers, make sure they see the value of Firefly’s product and be an internal advocate. You’ll provide ongoing support to our clients and network with them. You should be able to contribute to building relationships, implementing new ideas that will increase the business’ revenue potentials and minimize churn rates.

• Develop and implement a comprehensive customer success strategy that aligns with company objectives and enhances customer satisfaction.
• Drive initiatives and work closely with the sales team to increase customer retention, expansion, and overall lifetime value.
• Champion the voice of the customer within the organization, ensuring customer feedback is integrated into product development and improvement processes.
• Establish and maintain strong relationships with key customers to understand their needs and promote advocacy.
• Analyze data and provide regular reports to identify trends, issues, and opportunities for improvement.
• Collaborate with sales, marketing, product, and other departments to ensure a seamless customer experience across all touchpoints.

• Experience as a Customer Success Manager in a fast-paced startup. 
• Experience selling to an audience of DevOps, SRE, Cloud or Platform Engineers. 
• Strong strategic thinking and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience implementing and managing customer success technologies.
• Data-driven mindset with a focus on leveraging analytics for decision-making.
• Technical background and understanding of our target audience.

Firefly is committed to a diverse and inclusive workplace. Firefly is an equal opportunity employer and does not discriminate against any employee or job applicant on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.