Customer Success Manager
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Job Description
Customer Success Manager owning a strategic Enterprise book of business and guiding customers in adoption and product value. Partnering closely with cross-functional teams for a unified customer experience.
Responsibilities:
- Own a high-value Enterprise book of business; build and maintain executive-level relationships across Engineering, Product, Design, and Procurement.
- Own accurate, real-time customer health tracking across your full book
- Identify churn risk and expansion signals early, and escalate them while there's still time to act.
- Serve as a strategic advisor on Chromatic and Storybook, guiding customers through scalable adoption, best practices, and organizational rollout.
- 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.
- Be a reliable, trusted point of contact customers know they can count on.
- Keep customers informed of product updates, enhancements, and relevant launches, ensuring proactive communication.
Requirements:
- 3 - 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.
- Nice to have:
- Experience working at a developer tools company.
- Familiarity with frontend development workflows (e.g., pull requests, component libraries, CI/CD)
- Experience with Vitally, HubSpot, or similar tools.
- Experience working remotely in a start-up or small company environment.
Benefits:
- equity
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