Manager of Customer Success, JFrog
$170-180k
+ Equity; Base salary will be based on your skills, qualifications, experience and location.
Office located in Sunnyvale, CA
Software supply chain platform
Be an early applicant
Software supply chain platform
1001+ employees
Be an early applicant
$170-180k
+ Equity; Base salary will be based on your skills, qualifications, experience and location.
Office located in Sunnyvale, CA
1001+ employees
Company mission
To transform the way enterprises manage and release software updates, with liquid software that flows continuously and automatically from build all the way through to production.
Role
Who you are
- Excellent management and leadership and able to gain the respect of a high-performing Customer Success team
- 5+ years of experience with Customer Success Managers and Technical Account Managers for an Enterprise software company
- At least 4 years in directly managing a technical team - hiring, performance issues, team motivation, attrition management, mentoring, career progressions, etc
- Experience with supporting products with impact on business/productivity
- Experience with supporting international enterprise customers
- Excellent analytical and problem-solving skills
- Customer orientation and excellent interpersonal skills
- Excellent English verbal and written communication skills
- To work weekends and holidays (on occasion)
What the job involves
- We are looking for a talented and experienced Manager of Customer Success to lead the Americas West Customer Success team
- In this role, you will oversee the activities which include mentoring, leading, and staffing this growing group of accomplished Customer Success Managers and Technical Account Managers
- Here at JFrog known as Technical Success Managers. Collaborate with other Support teams globally, Product Managers, R&D teams, Sales and Marketing
- Lead, staff and grow JFrog’s America West Customer Success team located in the US
- Manage day-to-day operations and provide support and direction to the Technical Success Managers
- Provide leadership through coaching, feedback, development goals, and performance management
- Mentor team leaders and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the JFrog products and platform
- Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how JFrog addresses their immediate and future needs (with success metrics)
- Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
- Well-versed in using case management systems and CRM’s (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment
- Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team
- Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team
- Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption
- Own and drive customer adoption and usage for the JFrog customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
- Understand the customer’s industry trends, business challenges with the JFrog platform, and current and potential use cases for JFrog customers and develop and nurture JFrog champions within your customer’s organization who advocate for the platform based on their positive experience
- Engage customers’ senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
- Partner with the JFrog Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.)
Our take
Although people expect their software to be updated continually, unobtrusively and securely, in practice this isn't often the case. JFrog was founded in 2008 with a mission to change the way companies release software updates, providing an automation-first platform for collaborative DevOps.
While there are other collaborative DevOps platforms in the market, such as Docker Hub, Azure DevOps and Kubernetes, JFrog stands out with its use of REST APIs to automate the development pipeline, and its combination of DevOps and DevSecOps (development security) in a single platform. This has helped JFrog grow a client base of thousands of companies, which includes firms such as Dell, Netflix, Facebook and the majority of the Fortune 100.
JFrog has enjoyed rapid growth throughout the wider slowdown in the tech sector. It has been focusing on its security product since its acquisition of IoT security specialists Vdoo in 2021, and this has culminated in strong sales for its recently-released security product. It will continue to focus on developing its product and is on track to achieve its aim of becoming the de-facto standard for update management.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2018
$165m
SERIES D
Jan 2016
$50m
SERIES C
Total funding: $226.5m
Company benefits
- Employee Stock Purchase Plan
- Medical, dental & vision
- Retirement, wellness and much more!
Company HQ
Sunnyvale, CA
Leadership
Shlomi Ben Haim
(CEO)Is a member of the Forbes Technology Council. Was previously CEO of AlphaCSP Java Experts and a Major in the Israeli Air Force.
Yoav Landman
(CTO)Was previously Senior Consultant with AlphaCSP and a Senior Developer at Attunity, Verve Inc and Sausage Software.
Fred Simon
(Chief Architect)Was Founder of AlphaCSP. Before that was Developer with Bouygues and SGT.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 15 more jobs at JFrog