Description

Firefly’s Cloud Infrastructure Automation Platform enables organizations to automate, manage, and govern their entire cloud footprint with IaC. Agile and efficient cloud practitioners use Firefly for its AI-assisted remediations, streamlined IaC orchestration, and a unified system of record for Cloud Asset Management. With Firefly, Platform and DevOps teams can finally uncomplicate their cloud, while accelerating cloud innovation and maintaining security and performance at scale.

We are looking for a Customer Success Manager who’ll build relationships with our customers, make sure they see the value of Firefly’s product and be an internal advocate. As a Customer Success Manager, you’ll provide ongoing support to our clients in North America and LATAM and network with them. You should be able to contribute to building relationships, implementing new ideas that will increase your business’ revenue potentials and minimize churn rates.

You will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

*The position is open for all US-based candidates.

Responsibilities

• Onboard new customers, be their main focal point and build ongoing relationships.
• Lead the customers’ life cycle; from onboarding, implementation, training and retention and expansion.
• Establish and execute clear client retention and upsell goals.
• Collaborate with the product, engineering and sales teams.
• Promote the value of the product and make sure customers are familiar with the product’s features to ensure customer satisfaction.
• Creating training courses and educational materials.
• Review customer complaints and concerns and seek to improve the customer experience.

Requirements

• Experience of at least 3 years as a Customer Success Manager / Post-Sales / Account Manager.
• Experience working at DevOps / Cloud-related companies.
• Technical and analytical skills.
• A team player and a relationship builder.
• High verbal and written communication and interpersonal skills.
• Project management experience - high organizational skills.

Firefly is committed to a diverse and inclusive workplace. Firefly is an equal opportunity employer and does not discriminate against any employee or job applicant  on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.