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TITLE

 

Customer Success Manager, Technical

COMPANY

 

InfluxData

LOCATION

 

San Francisco, CA, US

Description

As a Customer Success Manager for the Commercial segment, you will be the first member in a new and exciting team at InfluxData defining a high scale approach to Customer Success! You will define a low touch and tech-touch model for a large number of customers designed to proactively drive them to reach their goals. You will drive value by giving proactive guidance, uncovering key issues and blockers and help customers navigate around them to become successful with InfluxData. Success for this position will be measured by achievement of customer outcomes, retention and growth metrics. This role will report to the VP of Customer Success and Support.,

 

What You’ll Be Doing:

  • Actively manage the success of a portfolio of assigned InfluxData Enterprise customers, with the end goal of reducing churn and driving expansion
  • Work closely with the VP of Customer Success to:
    • Develop effective low touch onboarding strategies
    • Design a tech touch model providing useful and timely guidance
    • Define efficient renewal processes designed to maximize retention and forecasting
  • Proactively monitor customer behavior and engage when appropriate
  • Deliver technical webinars for onboarding and other useful technical concepts
  • Escalate issues proactively getting involved directly in troubleshooting or engaging relevant resources
  • Collaborate with Sales, technical pre-sales, Solution Architects and Support teams
  • Become an expert in the InfluxData value propositions and time series space in order to provide effective guidance to our customer base
  • Leverage the Gainsight platform capabilities to effectively manage a large set of customers (100+)
  • Function as the voice of the customer and provide internal feedback on how we can better serve our customers
  • Identify growth opportunities to maximize customer value and outcomes

 

What You’ll Bring to the Team:

  • Hands on technical skills in the following areas:
    • Windows/Linux system administration
    • Networking
    • Working with databases (i.e. SQL queries, implementation, tuning, administration)
  • Ideal hands on technical skills
    • Programming in an object oriented language
    • DBA
    • Big Data analytics
  • Strong overall technical aptitude. Ability to be conversant on technical topics critical to InfluxData customers
  • Over 3 years of experience in a customer success or similar role supporting technical customer personas
  • Insatiable curiosity with an eagerness to find the root of customer value
  • Strong communicator and ability to take control of complex customer meetings
  • Minimum of 2 years of enterprise software experience
  • Understanding of SaaS business models
  • Demonstrable history of meeting or exceeding goals
  • Excellent communication skills
  • Bachelors degree or relevant experience

Ideally based in SF headquarters although remote or based in Austin office will be considered

 

InfluxData is the creator of InfluxDB, the leading open source time series database. We are a Series D-funded startup, backed by Sapphire Ventures, Norwest Venture Partners, Mayfield Fund, Trinity Ventures, and Battery Ventures, and a Y Combinator success story. Headquartered in San Francisco, InfluxData’s workforce is distributed throughout the U.S. and across Europe. The company was recently named one of the 50 Best Workplaces for Innovators by Fast Company.

Our technology is purpose-built to handle the massive volumes of time-stamped data produced by IoT devices, applications, networks, containers and computers. We are on a mission to help developers and organizations, such as Cisco, IBM, PayPal, and Tesla, store and analyze real-time data, empowering them to build transformative monitoring, analytics, and IoT applications quicker and to scale.

We offer fantastic benefits; in the US these include:

  • Medical/ dental/vision insurance with 100% coverage for employees and dependents
  • Company contribution to FSA and commuter benefits
  • Open PTO - take the time you need
  • Life lnsurance, short- and long-term disability insurance
  • 401k (non matching)
  • ....and more!

Our Core Values

Our employees are the heart of the company and only by having a core set of beliefs and values will we be successful. We hire and live by these core values:

  • We value each other
  • We get stuff done
  • We believe humility drives learning
  • We embrace failure
  • We are committed to open source

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