Customer Success Manager, Chromatic

• 2 to 3+ years of direct customer management experience in Customer Success, Account Management, or Sales at a SaaS technology company
• Proven history of supporting large enterprise clients through managing renewals, contributing to account growth, and identifying or pursuing expansion opportunities, either in partnership with Account Executives or independently
• Outstanding organizational and project management skills, with an ability to manage multiple tasks and requests and a large and varied book of business (i.e. size, industry, and use case)
• Basic Data Analysis — Foundational data analysis skills to interpret metrics and drive data-informed decisions
• You’re organized, dependable, and able to manage multiple relationships and projects across accounts
• You’re naturally curious — you’re willing to learn new tools, experiment with various solutions, and wear a variety of hats
• You thrive in a fast-paced environment; you’re proactive and take initiative

Desirable

• We’re looking for a Customer Success Manager to join our team and play a pivotal role in the CS function as the main point of contact between Chromatic and our Enterprise customers
• As a member of our Customer Success team, you’ll be instrumental in maximizing customer lifetime value and driving revenue growth within a multi-million dollar book of business of post-sales customers
• You will be responsible for building lasting relationships (with executives, front-line leadership, and platform end users alike) from kickoff to renewal
• You’ll leverage your understanding of Chromatic and Storybook to help customers maximize their value and identify opportunities for growth and better product engagement
• Additionally, you will collaborate with the sales team to recognize and pursue upsell opportunities within existing accounts, driving the overall growth of the company
• This role will necessitate partnering closely with a large cross-functional team, including members of Sales, Product, and Engineering, to ensure that the customer is supported at every stage of their journey
• Develop and maintain a trusted advisor relationship with key customer stakeholders
• Serve as the primary point of contact for customers on product and account questions to ensure smooth adoption of Chromatic
• Drive renewals to successful completion to achieve gross retention targets and developing and executing strategies to ensure high renewal rates and minimal churn
• Conduct customer business reviews to ensure product satisfaction and identify opportunities for expansion at key customer accounts
• Act as the voice of the customer with the Chromatic Product team to help define our future product roadmap
• Answer questions relating to product usage, and keep customers informed of Chromatic news and product updates
• Collaborate cross-functionally with other departments across the customer lifecycle, ensuring partnership and renewal success