Customer Success Manager, Copado

• Excellent written, verbal, and interpersonal communication skills
• Strong sense of accountability in following up with customers and holding others accountable
• High emotional intelligence to pick up on customer sentiment and take command of conversations
• Consultative approach in advising customers on the processes required to achieve their goals
• Experience in addressing key challenges encountered by Copado customers, such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows
• Strong problem-solving skills and the ability to think creatively to find innovative solutions for customers' unique needs
• Experience in driving customer adoption and success through proactive communication, relationship building, and strategic planning

Desirable

• As a Customer Success Manager at Copado, you will play a crucial role in ensuring the success and satisfaction of our customers
• You will act as a strategic partner, working closely with customers to understand their unique needs and challenges
• By providing tailored advice and recommendations, you will help them drive adoption of Copado, manage complex releases, increase productivity, and minimize risk
• Your consultative approach and expertise in Copado's features and functionalities will enable you to articulate the value proposition of our platform and guide customers towards achieving their goals
• With your strong communication skills and ability to build relationships, you will conduct regular check-ins, execute business reviews, and proactively identify opportunities for upselling
• Act as a strategic and influential partner for customers, going beyond general discussions to ask questions and address specific pain points and use cases
• Identify areas of opportunity hindering customer success and provide tailored solutions and recommendations that require out-of-the-box thinking
• Improve team efficiency by optimizing previously defined processes such as templates or risk playbooks
• Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on customer attendees
• Clearly articulate the value proposition of Copado's features and products using a strategic and consultative approach
• Provide meaningful follow-up summaries and resources after each customer call
• Independently create optimal prescriptive plans with customers to help them achieve their goals, creating templated success plan playbooks for the team to use
• Conduct initial discovery to qualify opportunities for upsell, proactively communicating with Sales to support upsell motions
• Execute Quarterly Business Reviews (QBRs) using CopadoInsights data to identify trends, risks, and opportunities for increasing customer value and driving Copado's growth