Senior Customer Success Manager

Description

A bit about the job:

***We are seeking a Senior Customer Success Manager for a remote position, open to candidates located in the Eastern US.***

AI is new and is changing the world. AI driven coding assistants are one of the only AI use cases that have demonstrated real, measurable value and are taking off like wildfire. The role of the Customer Success Manager is perhaps the most critical role in the company as it sets down the foundation for driving significant adoption and expansion. 

We are looking for a Senior Customer Success Manager with SDLC experience, ready to help drive our customer adoption, renewals and expansions for Enterprise customers, reporting to the Vice President of Customer Success. As the post-sales account owner working collaboratively with the Account Executive, your job will be to drive all the post sales activities and to ensure outstanding customer success measured by adoption, renewal and expansion. You will work with customers to understand their objectives and provide analytics on their Tabnine adoption, understand objections and craft a plan to unblock adoption and exceed customer expectations.

A bit about us:

Since launching the industry’s first AI coding assistant in 2018, Tabnine has pioneered generative AI to elevate the coding experience for over a million developers worldwide across thousands of companies. Our mission is to help development teams of every size speed up and simplify the software development process with AI, while maintaining standards of privacy and security. Tabnine boosts engineering velocity, code quality, and developer happiness by automating the coding workflow through AI tools customized to their teams. Unlike generic coding assistants, Tabnine is the AI that you control. We’re looking for top-tier talent to join the Tabnine team and we’d love to hear from you!

Responsibilities

Key Responsibilities:

• Build trust with customer stakeholders and develop a “trusted advisor” status.
• Frequent customer engagement to ensure adoption and expansion of current contract.
• Collaborate with account executives to manage the renewal process, QBRs, Roadmap review and drive new features as they are released.
• Develop and deliver usage analytics that show observability into adoption, model quality, ROI, and overall user experience.
• Collaborate with Support to resolve technical issues in the field.
• Collaborate with Field Engineering and Sales Engineering to manage and oversee the product installation process, including identifying pre-requisites, validating environment readiness, variants of installation on different environments and installation and overall installation readiness.
• Lead customer enablement and onboarding developers onto the Tabnine platform.
• Serve as a feedback loop to Sales and Engineering for feature requests and overall Product and model quality.
• Identify and report any potential churn risk and develop a “get to green” plan.

Requirements

Requirements:

• 3+ years of Customer Success Management experience with both infrastructure (on-prem) and the major cloud providers
• Experience working with SaaS offerings
• A deep knowledge of the software development lifecycle
• Current or previous developer experience
• Ability to analyze, build, and present adoption and usage metrics
• Experience working with global customers driving renewals and expansions in large organizations / Global 2000
• Effective communicator, experienced influence with strong interpersonal skills
• Motivated, driven and results oriented
• Hustle, Heart, Humility. We are in a startup…so hustling is the default behavior. Expanding tech into established customers takes heart and persistence. Humility is expected…so check your ego and office politics at the door.
• Excellent customer facing skills, team collaboration and problem-solving ability, and adaptability to changing environments.

Nice to have

Nice to Have:

• Analytic tool experience (Looker and Mixpanel) is a plus