Customer Success Manager, Platform.sh

• Customer Relationship Skills: You’re a natural relationship builder with strong negotiation, presentation, and communication abilities
• Technical Acumen: You have working knowledge of web application architecture and services (DNS, CDN, databases, cache layers, etc.), common development tools (Git, CI tools), and frameworks like Magento, Symfony, Drupal, and Typo3
• Cloud Fluency: Familiarity with major cloud service providers (AWS, Azure, GCP, IBM) and distributed systems
• Problem Solving: Analytical mindset with the ability to troubleshoot issues, drive resolution, and prioritize tasks based on business impact
• Collaboration & Coordination: Proven ability to work across departments and coordinate projects in a remote, fast-paced, and international environment
• Ownership & Initiative: High degree of ownership, self-motivation, and critical thinking—you don’t shy away from challenging the status quo or suggesting improvements
• Communication: Fluent in English, with additional language skills in French or German considered a strong asset
• Adaptability: Capable of learning technical information quickly and navigating change with flexibility and resilience

Desirable

• As a Customer Success Manager at Platform.sh, you play a key role in driving customer satisfaction, retention, and growth. Acting as a strategic advisor and trusted partner, you help clients maximize the value of our platform by understanding their goals, identifying opportunities, and guiding them through change and challenge
• You embody our customer-first approach and ensure that client success remains central to everything we do
• You cultivate long-term relationships with high-value customers, supporting them through periods of transition and serving as a reliable point of contact. Whether helping resolve issues or facilitating collaboration with internal teams, you are proactive, resourceful, and committed to delivering results
• Beyond client management, you actively contribute to process improvement and knowledge-sharing. Your ability to balance technical understanding with business acumen enables you to align customer outcomes with Platform.sh’s broader goals—fostering loyalty, advocacy, and continued growth
• Client Partnership: Build strong relationships with a portfolio of high-value customers, understanding their unique needs and guiding them toward long-term success on Platform.sh
• Retention & Growth: Identify opportunities for expansion and renewal by recognizing how clients can extract greater value from the platform
• Client Advocacy: Represent customer needs internally while promoting the Platform.sh brand externally through referrals, testimonials, and case studies
• Issue Resolution: Act as a reliable point of escalation during business hours, responding to conflicts or concerns quickly and effectively
• Cross-Functional Collaboration: Work closely with support, product, sales, and engineering teams to coordinate efforts and ensure customer needs are met across the business
• Portfolio Management: Proactively manage customer health and engagement across your accounts, anticipating risks and addressing them before they escalate
• Customer Enablement: Share best practices, help customers adopt platform features, and empower them to optimize their development workflows

• You can expect 4 interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Platformers. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment
• 45 Minutes with Talent Acquisition
• 60 Minutes with Hiring Manager (Director, Customer Success)
• 60 Minutes with Team (IC's)
• 45 Minutes with Leadership (Senior Director, Professional Services)
• All roles require background checks