As a Customer Success Manager at Memfault, you will be responsible for the ongoing relationships with our customers to ensure we retain and grow their use of our platform and the corresponding recurring revenue. You will focus on revenue retention, driving product adoption, measuring success, and advocating for their needs. You have a bias for action and superb communication and organizational skills.
The Role
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Product Expertise: Know Memfault's web application and new features inside and out. Help new users get productive quickly and consistently.
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Adoption & Engagement: Regularly review account metrics, recommend changes and improvements, and identify high-impact use cases with new departments (QA, Support, Product management). Build rapport with users and stakeholders, and achieve industry-leading NPS.
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Measure Success: Own the metrics for determining account health, document and share the business value delivered by Memfault, and orchestrate QBRs integrating the wider Memfault team.
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Strategic Growth: Become an expert in the customer’s product and software release processes. Develop a plan and implement it to expand our customers' use of the platform. Identify opportunities to supercharge retention and unlock upsells.
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Advocacy: Escalate the need for additional Memfault resources, partner with and lead our Solutions Architects to exceed customer expectations, and provide feedback to the product team.
Why You May Be a Fit:
- Background in B2B SaaS
- Multiple years working in Customer Success or a similar role
- Analytical skills for analyzing, visualizing, and interpreting data
- Excellent communication and relationship-building abilities
Even Better If You Have:
- Experience with developer tools or cloud infrastructure
- Experience working with hardware companies
Memfault
