Strategic Customer Success Manager, Stack Overflow
Teams (UK)
+ Equity
Public Q&A platform for developers
Job no longer available
Public Q&A platform for developers
501-1000 employees
Job no longer available
+ Equity
501-1000 employees
Company mission
To empower the world to develop technology through collective knowledge.
Role
Who you are
- 5+ years of experience in customer-facing customer success, account management, or strategic consulting role; enterprise software or SaaS experience is a preferred
- Experience working with large, complex customers and products that reach thousands of users within each customer
- Passion for building trust and communicating effectively with customers
- Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
- Strong interpersonal skills and experience building strong internal and external relationships
- Consistent track record of highly-professional customer service in a fast-paced, dynamic environment
- Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues
Desirable
- Experience with tools such as Salesforce and CS-centric tools is a plus
- Experience with a professional community management platform for a large technologically-focused user base
What the job involves
- As a Strategic Customer Success Manager (CSM) at Stack Overflow, you’ll work in tandem with multiple internal stakeholders to renew and grow business in our existing client base
- The CSM proactively provides guidance and advice to large customers through the milestones of their customer journey
- You want to be with a collaborative team where your experiences, effort, and ideas will matter. You’re relaxed yet professional, eloquent yet casual, and pleasant yet persuasive
- Most importantly, you want to believe in the product you’re selling and take a personal interest in the growth of the organization
- Strong awareness of the customer journey and how a Customer Success Manager serves to strategically advise customers toward agreed upon goals
- Be responsible for validating and championing the expansion and adoption growth within a book of business across customer profiles with various business needs
- Work alongside an Account Executive to proactively grow our footprint within a customer
- Engage and meet with customers for Executive Reviews in order to develop a clear understanding of their needs, opportunities and possible solutions
- Coach and drive customers toward the maximum value application of Stack Overflow alongside their business needs on a defined timeline, promoting methodologies and business practices that create customer experts
- Maintain high levels of customer engagement and satisfaction with a focus on customer value & loyalty
- Identify common customer challenges amongst your CSM cohort and their books of business to help identify opportunities for enhanced product solutions
- Partner cross-functionally with Stack Overflow Account Executive, Product, Engineering and Marketing teams to continuously improve the customer experience
- Ability to craft internal and customer-facing assets
- Help drive customer references and case studies
Our take
Stack Overflow is one of the 50 most popular websites worldwide: a Q&A style forum for developers, gamified with upvotes, downvotes, and badges, with over 14 million registered users and upwards of 21 million questions. It's grown to become a go-to resource in the community.
The site has proven a good springboard into providing other knowledge sharing services too - most notable among which is the company’s teams platform. This, along with advertising and jobs listings make for a strong revenue model that saw the company valued at well over $1B when it was acquired back in 2021.
This pricey acquisition means Stack Overflow has a secure buffer it can use to expand. This is taking the form of partnerships with Google Cloud to boost GenAI capabilities, growing its global product audience so it can boost revenue - as things stand, its team's platform is used mainly in the US. If Stack Overflow can get a foothold in developing countries like India and Brazil, it could continue its strong history of impressive growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2020
$85m
SERIES E
Sep 2015
$40m
SERIES D
Total funding: $209.1m
Company benefits
- Focus on well-being: We provide full health coverage for you and your family. That means that Stack Overflow pays 100% of your premiums. Additionally, we provide supplemental benefits such as telemedicine options
- Out of state care: We will reimburse up to $5,000 annually for the participant undergoing treatment or a procedure considered unlawful within their home state, plus a companion
- Work where you want: We have a remote-friendly culture. Before the pandemic we were 40% remote. Today, we’re over 80% permanently remote and won’t require employees to return to an office if they don’t want to. We believe people do their best work when they love where they work
- Work how you want: While we’re fully remote, we’re supporting all employees with home office reimbursements and internet stipends. We also encourage employees to set their working hours on their calendar and in Slack to encourage flexibility
- Take care of loved ones: We offer paid parental leave, a meal stipend, and the primary caregiver has the option to come back to work part time for up to one year. We also have a special caregiver policy due to the pandemic
- Keep learning & growing: Access to a personal and professional coach on a 1:1 basis to help develop your career. Additionally, all employees have annual tuition reimbursement, professional development budget for continuing education, conferences, and memberships, in order to advance their skills and knowledge
- Stay fit & have fun: We provide employees monthly fitness reimbursements as well as host regular yoga and meditation classes during the work day. That’s in addition to regular virtual cooking classes, “bev bashes” (what we call happy hours), and more
- Stack Gives Back: We care deeply for our employees and provide paid time off to encourage their voluntary involvement in and support of programs that positively impact the quality of life within the communities in which we live
Company HQ
Financial District, New York, NY
Leadership
Previously a VP at Barclay's Investment Bank. They then worked their way through various senior-level positions at Rackspace Technology, ultimately serving as SVP & GM of Cloud and Infrastructure Services.
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