Senior Manager, Customer Success – International

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🕒 April 8

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Smartvel

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

🤝 B2B

🏢 Enterprise

☁️ SaaS

B2B • Enterprise • SaaS

Smartvel is a global company focused on delivering end-to-end DevOps solutions that enhance collaboration among Admins, Architects, and Developers. By uniting these roles on a single platform, Smartvel facilitates a more efficient release process, driving innovation and enabling teams to deliver high-quality products to customers. With a commitment to fostering a vibrant work environment and offering hybrid work opportunities, Smartvel is dedicated to nurturing talent and ensuring successful team dynamics across the globe.

📋 Description

• Lead and develop a team of Customer Success Managers (CSM), ensuring they have the guidance and resources necessary to excel in their roles. • Drive the strategic direction of the customer success team, setting clear objectives and key results that align with Copado’s business goals. • Monitor team performance, providing regular feedback and coaching to enhance individual and group productivity. • Foster a culture of continuous improvement by refining customer engagement processes and implementing best practices in customer success management and renewals. • Partner closely with the Renewal leaders in the International regions (EMEA & APAC) to identify at-risk accounts, ensuring a cohesive approach to retention without direct management of the renewal transaction. • Collaborate with cross-functional teams, including Sales, Services, Support, Product, and Engineering, to ensure a cohesive customer journey and to facilitate the resolution of complex issues. • Oversee the execution of Quarterly Business Reviews (QBRs) and other strategic customer meetings, ensuring your team effectively uses Copado Insights data to demonstrate value and identify growth opportunities. • Develop and maintain senior-level relationships within key accounts, acting as an escalation point for critical customer issues and renewal risks. • Champion customer needs internally, providing feedback to leadership on how Copado can better serve its customer base.

🎯 Requirements

• Proven experience in leading customer success teams in a SaaS or cloud-based environment. • Strong leadership skills with the ability to motivate and drive team performance. • Excellent communication, interpersonal, and presentation skills. • Proven ability to leverage AI in their work and lead teams that apply it. • Deep understanding of customer success principles and practices, with a track record of achieving customer satisfaction and retention goals. • Strategic thinker with the ability to grasp complex product functionalities and translate them into customer benefits. • Experience in managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows. • High emotional intelligence, adept at building strong relationships both internally and with customers.

🏖️ Benefits

• A leadership role at a leading tech company in the Salesforce ecosystem and DevOps space. • Opportunities to work with a global customer base and lead a team of dedicated customer success professionals. • Competitive compensation package, including comprehensive benefits. • A collaborative, innovative, and inclusive work environment. • Professional growth opportunities in a rapidly expanding company.