Customer Success Manager II, Enterprise

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3 days ago

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Chromatic (we're hiring!)

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SaaS • Productivity • Enterprise

Chromatic is a visual testing and review tool that helps ensure flawless user interfaces by scanning every possible UI state across different browsers. It is designed to catch visual and functional bugs before they reach users, streamlining team sign-offs and improving the development workflow. Chromatic integrates seamlessly with tools like Storybook, Playwright, and Cypress, providing comprehensive visual coverage for end-to-end tests. It allows teams to conduct visual and interaction tests, ensuring that appearance, layout, styles, and user interactions are functioning as expected. Chromatic is trusted by engineering teams to prevent bugs and regressions, offering a centralized workspace for managing UI components, tests, and documentation. It provides easy collaboration across teams with features like UI review and status syncing, enhancing efficiency and reducing the time needed to ship high-quality UIs.

11 - 50 employees

☁️ SaaS

⚡ Productivity

🏢 Enterprise

📋 Description

• Own a high-value Enterprise book of business; build and maintain executive-level relationships across Engineering, Product, Design, and Procurement. • Serve as a strategic advisor on Chromatic and Storybook, guiding customers through scalable adoption, best practices, and organizational rollout. • Lead complex renewal cycles, develop proactive retention strategies, and consistently achieve or exceed gross retention targets for Enterprise accounts. • Identify, develop, and close expansion opportunities, partnering with Sales or leading expansion motions directly, depending on account structure. • 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. • Keep customers informed of product updates, enhancements, and relevant launches, ensuring proactive communication.

🎯 Requirements

• 4 - 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.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options