Customer Success Manager, Sourcegraph
Enterprise - East - [IC3]
$193.4k
OTE
$154.7k
BASE
+ Equity
Universal code search and code intelligence for developers
Open for applications
Universal code search and code intelligence for developers
101-200 employees
Open for applications
$193.4k
OTE
$154.7k
BASE
+ Equity
101-200 employees
Company mission
To make it so everyone, in every community, in every country, and in every industry can create products using the best technology.
Role
Who you are
- You are an enthusiastic, self-driven, and results-oriented post-sales specialist who shares our values and is passionate about nurturing healthy customers
- You are curious about the technical topics our customers deal with daily (migrations, code refactors, developer onboarding, etc.) and have the ability to partner with them on technical solutions both using and extending the Sourcegraph product. You use your technical skills to help guide customers and solve problems
- You are an influential and strategic thinker who co-develops success strategies with customers and your account team counterparts (AE, etc.) to ensure we bring value to our customers and continue to solve their ongoing needs. You commonly report on the status via Business Reviews with documented KPIs and success metrics associated with use cases
- You actively listen, synthesize information, communicate effectively, and present with confidence and customer empathy to various stakeholders (end-user devs to C-level stakeholders) and internal teams
- You are proactive. You can collaborate with multiple stakeholders to identify opportunities, address complex political situations, and support customers throughout
- You are naturally curious and seek to learn about product features and their benefits. You provide recommendations based on stated customer needs and use cases. You engage customers on relevant betas, updates, and educational material, as applicable
- You are exceptionally organized and have strong project management skills. You are a strong adopter of tools and standardized processes to document customer conversation goals and project customer health scores across your entire book of business. You can prioritize effectively and can set and deliver on expectations
- You are a team player who can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You can take responsibility for your actions and recognize mistakes as learning opportunities
What the job involves
- You will have responsibility and growth potential in helping us shape and build our young team
- As an Enterprise Customer Success Manager (CSM), you will manage the relationships with roughly 20 Enterprise customers
- You’ll ensure your customer's developers love our product, remain happy customers and grow month over month
- You'll also help our customers solve technical problems while driving key metrics like adoption, usage/consumption, NPS, NDR (Net Dollar Retention) and renewal rate
- Within one month, you will…
- Start building a trusting relationship with your team and partners on Solutions Engineering
- Learn about our product, our value proposition, our customers & use cases, our team, and our processes
- Join or review customer and prospect calls with some of our largest (Fortune 500) customers to understand their technical challenges and needs
- Be assigned your first customers with whom you’ll begin to establish trusted relationships to earn and maintain credibility
- 📅 Within three months, you will…
- Meet regularly with your customer champions and advocates; establish yourself as their key point of contact
- Ensure your customers derive maximum value from their investment in Sourcegraph; develop account success plans based on insights and needs where necessary
- Develop and implement tailored programs and playbooks, contributing to internal team strategy, that provide continued value to our customers and ensure long-term growth beyond just your assigned customers
- Provide recommendations based on the customer's infrastructure and use cases, and provide feedback to internal teams as the voice of your customer
- 📅 Within six months, you will…
- Drive the ultimate success of your customers, including their onboarding experience, ongoing feature adoption, renewal, and expansion
- Engage customers in product betas, case studies, and webinars as applicable
- Drive seamless onboarding processes and work cross-functionally with our support and services team to proactively lead successful deployments
- Translate customer sentiment to internal teams and appropriately advocate for strategic product decisions. Be the voice of the customer
- Guide your customers as they use Sourcegraph to solve technical problems
- Proactively identify new opportunities for expansion and up-sell opportunities across your book of business by collaborating with the sales team to ensure subscription growth and increased solution footprint
Application process
- 👋 Introduction Stage - we have initial conversations to get to know you better…
- [30m] Recruiter Screen
- [45m] Hiring Manager Screen / Resume Deep Dive
- 🧑💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…
- [60m] Cross-functional team collaboration / Peer
- [60m] Working Session - Hiring Manager, 1 Customer Success Manager, 1 AE
- 🎉 Final Interview Stage - we move you to our final round, where you gain a better understanding of our business and values holistically…
- [30m] Values
- [30m] Leadership with co-founder
- We check references and conduct your background check
- Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process
- We expect the interview process to take 5 hours in total
Our take
Inspired by code search engines like OpenGrok, Livegrep, and Google Code Search, Sourcegraph has developed a robust tool that allows developers to swiftly search through code across an entire organization, including third-party libraries and any programming language. While similar systems are used by large-scale organizations, Sourcegraph aims to make this powerful code search capability accessible to every developer.
Searching through extensive codebases, especially during debugging, can be time-consuming and tiresome. Sourcegraph streamlines this process, saving time and reducing stress for both individuals and businesses. The platform offers a free version for all developers, while revenue is generated through enterprise-specific features tailored for large corporations.
Recently the company launched Cody, an open-source AI tool that enhanced coding practices. Utilizing models like GPT-4 Turbo and StarCoder, Cody offers smart code suggestions and contextual insights within popular code editors. As software development continues to evolve, Cody exemplifies Sourcegraph's dedication to driving progress and shaping the future of development with innovative AI solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
-20% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2021
$125m
SERIES D
Dec 2020
$50m
SERIES C
Total funding: $223m
Company HQ
SoMa, San Francisco, CA
Leadership
Quinn Slack
(CEO)Previously co-founded Blend Labs, an Enterprise Technology company with ~500 employees dedicated to improving home lending. They also worked at Palantir Technologies, where they created a technology platform to help two of the top five U.S. banks recover from the housing crisis.
Beyang Liu
(CTO)Previously a Software Engineer at Palantir Technologies, where they developed new data analysis software on a small, customer-facing team working with Fortune 500 companies. Beyang studied Computer Science at Stanford, where they published research in probabilistic graphical models and computer vision at the Stanford AI Lab.
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