Technical Enterprise Customer Success Manager, Sentry
$80-155k
Error tracking and app monitoring software
Job no longer available
Error tracking and app monitoring software
201-500 employees
Job no longer available
$80-155k
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, have a high standard for quality, and feel accomplished when customers are successful a proven track record of delivering very high customer satisfaction scores
- 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
- Ability and interest in learning the Sentry product
- Experience in managing & owning the full sale cycle from leading, expanding, and closing the deal
- Prior experience conducting workshops to customers and discussing the pros & cons of implementing various technologies and business value
- Confirmed ability to drive continuous product value with a strategic and creative mindset
- You thrive in an environment that requires constant collaboration with your team to achieve KPIs
- Possess exceptional verbal, written, social, presentation, and interpersonal skills that show enthusiasm, energy, and poise
- Technical aptitude or willing to develop these skills for software development
- At least 8 years of Customer Success experience, preferably with a B2B Software subscription 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)
- Revenue quota-carrying experience is a must
- Experience with CRM tools like Salesforce and Gainsight
- 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 will be instrumental in bringing the value of our product to our customers around the world. You will be one of the founding members of Sentry's Enterprise Customer Success team, building a next-generation customer success motion that blends the best of proven approaches with rule-breaking ways
- As a Customer Success Manager, you will be directly responsible for the growth of Sentry, providing an exciting opportunity to drive and shape the future of customers within your allocated account portfolio
- You will be responsible for supporting our existing customer relationships within your territory, while seeking opportunities to maximize our customer’s value from the Sentry platform
- 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 by learning the Sentry product
- 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
- Perform internal quarterly Strategic Business Reviews to outline the health of your portfolio and present your Strategic Success Plans with our Executive team
- Help customers make the best out of their investment with Sentry by driving product adoption, sharing best practices and implementing growth and optimization strategies for maximum value
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 organisations 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 opened another office in Denver in early 2023, expanding its regional presence, as it continues to broaden its market presence.
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
(Co-Founder & CPO)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
(Co-Founder & 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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