Customer Success Manager, Chromatic

• 4 - 6+ years of direct customer management experience in Customer Success, Account Management, or a related role within a SaaS technology company
• You have demonstrated success managing large, complex Enterprise accounts, including onboarding, renewals, multi-product or multi-team expansions, and C-level engagement
• You have a strong executive-presence, communication, and relationship-building skills, with the ability to advise senior engineering and product leaders
• You have strong foundational data analysis skills. You’re able to interpret customer usage patterns and business metrics to drive decision-making
• You are highly organized and able to manage competing priorities across multiple accounts with exceptional follow-through
• You are curious, resourceful, and proactive; you’re comfortable wearing many hats in a fast-moving startup environment
• You have experience in are enthusiastic about developer tools and modern frontend engineering workflows

Desirable

• We’re looking for an experienced Customer Success Manager II to join our team and guide our Enterprise customers through every stage of their journey with Chromatic
• You’ll serve as a strategic advisor to high-value accounts, helping them adopt Chromatic at scale, maximize product value, and invest in long-term partnerships
• You’ll own a strategic Enterprise book of business, manage large renewals, design expansion paths, and collaborate closely with executives, platform owners, and engineering leaders across your accounts
• 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
• In this role, you will operate with a high degree of autonomy, proactively driving strategic initiatives, improving internal processes, and shaping how Chromatic delivers world-class customer success
• Own a high-value Enterprise book of business; build and maintain executive-level relationships across Engineering, Product, Design, and Procurement
• Serve as a strategic advisor on Chromatic and Storybook, guiding customers through scalable adoption, best practices, and organizational rollout
• Lead complex renewal cycles, develop proactive retention strategies, and consistently achieve or exceed gross retention targets for Enterprise accounts
• Identify, develop, and close expansion opportunities, partnering with Sales or leading expansion motions directly, depending on account structure
• Conduct tailored business reviews and value assessments with senior stakeholders to drive alignment, reinforce ROI, and surface new opportunities
• Partner closely with Solutions Engineering, Sales, Product, and Engineering to ensure a unified, high-quality customer experience
• Act as a senior voice of the customer, bringing structured, actionable feedback that influences Chromatic’s product roadmap and long-term strategy
• Contribute to building scalable CS processes, playbooks, and best practices as Chromatic grows
• Analyze customer usage, product engagement, and business outcomes to inform account strategy and identify risks or opportunities
• Create account plans for top Enterprise customers, tracking objectives, adoption milestones, and expansion pathways
• Maintain clear and reliable documentation of account activity, insights, and stakeholder relationships to support seamless cross-functional visibility
• Keep customers informed of product updates, enhancements, and relevant launches, ensuring proactive communication