Customer Success Manager, Stack Overflow
Advertising
+ 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
- The ideal candidate should have demonstrated success in both theory and practice for customer success
- 3+ years experience in an Account Management, Customer Success, or Advertising/Campaign management role
- Proven ability to lead people internally and externally to drive outcomes
- Experience with tools such as Google Ad Manager, Catalyst, AdBook/Fattail and Salesforce
- An outstanding ability to communicate clearly with considerable attention to detail
- A foundation of critical and creative thinking coupled with a passion for customer satisfaction
- Proven track record of hitting or exceeding performance targets
What the job involves
- The Customer Success Manager (CSM) for Advertising plays an important contributor role in the day-to-day of the Customer Success team
- As a “player” they are responsible for achieving team and individual targets, managing accounts and providing strategic guidance and support to customers
- The CSM also follows advertising best practices and should have a strong understanding of display ads and other forms of content-based advertising such as newsletters, blog posts and podcasts
- This role will be tasked with adhering to engagement expectations and customer activities, and interfaces with different internal groups such as Product, Sales and Marketing
- Setting onboarding, training, and go-live schedules (together with Sales and Client)
- Executing onboarding, training and campaign launch schedules (including training of Client where needed)
- Work with Clients to identify goals and success metrics, and keep track of progress
- Provide feedback and guidance to Clients, and work with them to adopt best practices
- Encourage ongoing engagement
- Provide Sales with insights to drive upsells and renewals
- Provide product feedback to Product Team for product enhancements
- Work with Marketing to create content
- Adequately tier Clients based on spend and churn risk, and direct focus and resources accordingly
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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