Senior Customer Success Manager, Instabug
Mobile observability and performance monitoring platform
Job no longer available
Mobile observability and performance monitoring platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To empower mobile teams to accelerate their workflow and release with confidence.
Role
Who you are
- Bachelor degree in Information System or Computer Engineering
- 4+ years of relevant experience
- Strong communication, leadership, and interpersonal skills
- An analytical mindset to decide actions based on productivity metrics
- Strong technology background with knowledge of the mobile apps’ ecosystem
- A proven track record of Technical Account Management or other relevant experience
- Experience in managing multiple stakeholders and projects
- A listener who is customer-oriented and attentive to their needs
- Fluent in spoken and written English & Spanish
- Strong communication skills
- Communicate effectively in both business and technical contexts
- Juggle multiple priorities with competing deadlines
- Process-oriented with problem-solving skills
What the job involves
- Responsible for developing customer relationships that promote retention and loyalty. Work closely with South America customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
- Coach and motivate Customer Success team members to their optimum performance levels
- Research and identify the app development industry trends and insights
- Work on optimizing the user acquisition funnel
- Develop new projects and partnerships to cultivate user awareness and growth
- Collaborate with other cross-functional teams on co-joint activities
- Delivering and communicating ROI for our South America clients throughout the customer lifecycle
- Being the trusted partner for the customer on use cases and product functionality
- Provide insights to South America customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Represent the voice of the customer to provide input into every core product, marketing and sales process
- Handel cross-selling and up-selling functions for our current clients
- Replace "Handel cross-selling and up-selling functions for our current clients" with "Own a book of business (ARR) with clear responsibility for renewals, churn prevention, and expansion."
- Lead onboarding and enablement: kickoff, discovery, implementation status checks, enablement plan, and ongoing training, using our Luciq setup & enablement playbooks
- Comfort with mobile observability concepts (FFS, crashes, performance, network, alerts) and being able to guide customers on proactive vs. reactive workflows in the product
Our take
Instabug began as a mobile app monitoring platform helping developers identify and fix bugs, and over the past decade has expanded to cover all aspects of mobile app performance. This has been driven by the increased consumer engagement with, and expectations for, mobile apps. Mobile platforms are now a must, but buggy platforms cause churn, and in this era, churn loses business.
So the addressable market is huge, and skews towards enterprises with high app engagement volumes and correspondingly high stakes. What’s remarkable is that Instabug has netted a vast portion of it. Its software supports over 2 billion devices by way of its over 25,000 customers, which includes a long list of enterprises like T Mobile, Emirates, Doordash, and Deutsche Bank.
This is thanks to smart scaling and feature development on Instabug’s part, with the software now covering the full application lifecycle, combined with the healthy funding it’s drawn in. It’s also benefited from its focus on mobile applications, which were previously unaddressed by monitoring software. With mobile apps only becoming more central to large-scale business, Instabug is on firm footing for continued growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
May 2022
$46m
SERIES B
May 2020
$5m
SERIES A
Total funding: $53.3m
Company benefits
- Competitive compensation, commission, and equity package
- Medical/Dental/Vision benefits for both you and your dependents
- Opportunity to grow into a closing role with demonstrated success
- Flexible time off and paid parental leave
- Opportunity to work with passionate people in a mission-driven company defining a quickly growing field
Company HQ
Mohandessin, Giza Governorate
Leadership
Omar Gabr
(Co-Founder & President)Completed a BA at Cairo University, and spent time on the Y Combinator.
Moataz Soliman
(Co-Founder & CTO)A Cairo University grad, who subsequently spent a short time as a Software Developer in Test at Microsoft.
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