What are the responsibilities and job description for the Customer Success Manager position at DuploCloud?
About DuploCloud:
DuploCloud is a software platform that allows engineering teams to achieve their infrastructure automation, security and compliance goals by offering DevOps-as-a-Service. We strive to make DevOps and Infrastructure-as-Code accessible for everyone; where application developers can focus on building applications rather than writing thousands of lines of code to automate well known operational workflows and compliance standards. DuploCloud is a venture backed company, Series-B funded by Mayfield Fund, WestBridge Capital and StepStone Group.
About the Role
DuploCloud is looking for a Customer Success Manager who can manage multiple onboarding projects, build trust with our customers (engineering teams) throughout the onboarding period, and achieve success for the customer as soon as onboarding concludes. To be successful, the CSM must have a technical proficiency of the DuploCloud's product, cloud technologies and infrastructure. The CSM will own and drive customer onboarding and continued customer adoption of our solution and services. The CSM must have strong multi-tasking and project management skills, and a history of driving process improvements and customer experience.
Responsibilities
- Collect customer's desired outcomes and expected deliverables at the start of a new customer engagement and ensure we reference back to these at every point of the customer journey.
- Guide customer onboarding and implementation of DuploCloud platform. Develop customer onboarding plans and proactively manage the onboarding process, timeline and resources, implementing customer's first use cases into production.
- Establish regular touchpoints with assigned customers, create and maintain a customer success plan, tracking success initiatives.
- Collaborate with the Product and Engineering teams to relay customer feedback and enhance the DuploCloud platform.
- Maintain a deep understanding of the DuploCloud platform, cloud provisioning and management, more common best practices, and use cases.
- Communicate the progress of monthly and quarterly initiatives to internal and external stakeholders
Qualifications
- 5 years of prior experience in Customer Success in the cloud service, devops, or security and compliance, ideally with a technology consulting background and experience
- Strong knowledge of cloud technologies and infrastructure, including cloud platforms (AWS, Azure, GCP), Kubernetes, ECS and similar container orchestration technologies, Terraform and similar IaC technologies.
- Expertise in onboarding clients with engineering and security ops solutions, ensuring effective and compliant implementations.
- Proficiency in renewal forecasting and strategies to achieve high renewal rates
- Proficient in customer management tools and CRM software.
- Exceptional verbal, written, organizational, presentation, and communications skills
- Detailed oriented and analytical with strong technical and problem-solving skills
- Strong project management experience & skills.
- Familiarity working with customers of all sizes, especially startups and SMBs
Benefits:
- Remote flexible work options
- Employee assistance program (EAP)
- Medical, dental & vision benefits supplement
- Life & supplement life and Critical illness insurance
- Health Savings Account (HSA), Flexible Savings Account (FSA)
Note: DuploCloud Inc. is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. If you have a disability or special need that requires accommodation, please contact us at careers@duplocloud.net.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records.
This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
The pay listed above is specific to California, Colorado, Connecticut, Maryland, Nevada, New York, Rhode Island, and Washington. The standard base pay range listed for this role may not be applicable to other locations.
Applicants may be required to sign a confidentiality agreement during the interview process. Applicants who receive job offers from DuploCloud Inc. will be asked to sign a confidentiality agreement, intellectual property disclosure, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at DuploCloud Inc. and wish to review a copy of the required documents prior to receiving an offer, you may request a copy from your Recruiter.
