Enterprise Technical Customer Success Manager, Sentry
CA$178.8-190.8k
More information about location
3+ days a week in office
Error tracking and app monitoring software
Be an early applicant
Error tracking and app monitoring software
201-500 employees
Be an early applicant
CA$178.8-190.8k
More information about location
3+ days a week in office
201-500 employees
Company mission
To empower developer teams to build their best possible software, more quickly and easily.
Role
Who you are
- Naturally possess a high level of empathy and pay close attention to the needs of Customers
- Are solutions-oriented and feel accomplished when Customers are successful
- Are technically curious and enjoy interfacing and working collaboratively with engineers
- Are a clear and confident communicator -- comfortable both writing and speaking to executives at startups to the Fortune 500 and coordinating cross-functionally with internal teams and leadership
- Are comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teams
- Have a strong desire to become an expert with Sentry’s products
- Enjoy driving continuous product value with a strategic and creative mindset
- Have a technical aptitude for understanding software development practices and tooling
- At least 5 years of Customer Success, Solution Engineering or Consulting experience with a B2B SaaS solution for technical users
- Strong understanding of modern SW development practices and tools (e.g. CI/CD, API’s, microservices, front-end vs. back-end development)
- Experience with CRM tools like Salesforce and Gong
- You have a Bachelor’s degree or equivalent and a dedication to ongoing learning
- Plus: Experience developing code or writing scripts
What the job involves
- Our Customer Success Managers are instrumental in bringing the value of our products to our Customers around the world. You will contribute to building a next-generation customer success strategy that integrates proven best practices with innovative approaches, such as leveraging AI
- As a Senior Technical Enterprise Customer Success Manager, you'll leverage your discovery, problem-solving, and Sentry expertise to understand your Customers’ business and technical objectives and map them to Sentry use cases
- With your Solutions Engineer, you'll educate Customers on Sentry's products and advice them of best practices to drive maximum value. Your goal is to build enduring relationships by helping Customers solve key problems, increase developer productivity, and enhance their end-user experience
- Learn how to use Sentry, our best practices and cement yourself as a trusted/strategic advisor with customers and drive the continued value of our products and services
- Take ownership of your book of business/portfolio and maintain long-term account health and strong relationships
- Work closely with the Renewals Manager for the Strategic portfolio, to ensure a successful renewal, identifying obstacles, and mitigate churn
- Work as a "pod" with your Solutions Engineer and Account Executive to educate the customer on our product feature-set to aid the customer in achieving their objectives
- Work cross-functionally with sales, solutions engineering, product, marketing, and our C-suite to execute Executive Business Reviews, build detailed Strategic Customer Success Plans, while establishing critical goals for expansion
- Establish regular cadence with customers throughout their life cycle, garner customer champions to advocate for Sentry, use metrics to analyze and document customer's usage of Sentry's product
- Advocate customer product needs, feedback, and issues cross-departmentally and program-manage customer expectations
- Work closely with your dedicated Account Executive to craft innovative, successful, repeatable, strategies to expand your reach within your portfolio
- Navigate complex Org mapping to identify and target engineering teams not using our product
- Consistently meet and exceed ARR targets for Renewals and Expansions as a Pod
Our take
Defective software leads to dissatisfied users, disruptions and potential financial losses for companies. Sentry has created application monitoring and error tracking software to help developers fix errors faster, easier and more cost effectively.
More than 1 million developers and 70,000 organizations worldwide, including the likes of Microsoft, Disney, Atlassian, Cloudflare and Slack have used Sentry to monitor their code health. The company is well positioned for significant growth. There is an emerging need for solutions that address holistic application health. As more companies focus on digital to engage with their customers, the reliability of their applications is essential.
The global bug-tracking software market is expected to reach over $600 million by 2026 with an annual growth rate of almost 10%. Further, the company has also opened another office in Denver in early 2023, expanding its regional presence, and has announced additional functionality in its platform, all of which bodes well for Sentry's future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2022
$90m
SERIES E
Feb 2021
$60m
SERIES D
Total funding: $216.5m
Company benefits
- Competitive Compensation + Equity
- 401k Plan
- Medical, Dental, Vision Insurance
- Commuter Stipend
- Professional Development Stipend
- Health & Wellness Benefits
- Charitable Matching Program
- Flexible PTO
- Paid Parental Leave
Company HQ
Financial District, San Francisco, CA
Leadership
David Cramer
(CTO)They started their career as a Software Engineer at Curse, before roles at Enthropia, Disqus, and Dropbox. Having co-founded Sentry in January 2012, they left Dropbox in 2015.
Chris Jennings
(Chief Creative Officer)They have been a Frontend Developer at AgencyTen, Director of Design and UX at Disqus and most recently a Product Designer at GitHub.
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