Enterprise Customer Success Manager

Posted Oct 10

We're hiring an Enterprise Customer Success Manager in Europe to support our growth at Gitpod. Reporting to our Head of Customer Experience, you'll build relationships with our customers and support them through onboarding, activation and usage, and renewals. This role will have significant influence on how we develop and enhance the way we partner with Gitpod customers.

Gitpod

As the founder and market leader in Cloud Development Environments (CDE), we're approaching 10x enterprise revenue growth over 18 months. We've earned significant partnerships with enterprise clients, and on average, our customers use Gitpod 36 hours per week per developer. Our ROI calculator demonstrates how we help customers save nearly $1,000,000 annually for every 100 engineers using Gitpod.

We are a fully-remote, globally-distributed team, built on our Operating Values. These values are the best glimpse into how we show up and work at Gitpod. We’ll reference them a lot as we interview together, so take a look before you apply to see if you connect with them.

Responsibilities

Everyone that joins Gitpod is responsible for enhancing it. We hold our Operating Values as the standard that we drive towards. Joining Gitpod means you have ownership around forming our culture by living out these values.

Our CSMs are responsible for end-to-end ownership over key accounts. You’ll ensure our customers get the most out of Gitpod throughout the entire partnership.

Onboarding

Partner with Sales to ensure a seamless handoffs, act as the epicenter of communication and help determine metrics for a successful onboarding.

Adoption through enablement

Build and nurture relationships with champions and executives and understand the ins and outs of the customer, including the problems they are solving with Gitpod to drive adoption to 100% within 3-6 months through training and documentation.

Account health

Monitor and report on customer health (usage, retention, feedback) and strategize ways to continuously nurture accounts. Additionally, own consistent, formal reviews with key stakeholders to optimize for renewals and upsells.

Renewals and expansion

Proactively invest in relationships through the above responsibilities to set up successful renewal conversations in collaboration with Sales. Drive renewals and expansion of accounts with data-driven insights to demonstrate ROI and value to the customer.

Cross-team collaboration

Sit at the intersection of most Gitpod functions and external vendors including Product and Engineering, Sales, Product Marketing, and partners like AWS and JetBrains with strong feedback loops.

About you

👉 You work in alignment with our Operating Values

Our operating values are the DNA of Gitpod. We hold them high, evolve them as we evolve, and integrate them into everything we do. We expect everyone at Gitpod to actively use the values as the playbook for how they show up and work.

👉 You’re an activator

You embody true empowerment, proactivity, persuasiveness, agency and bias for action, decisiveness, curiosity, adaptability, and resilience. You are exceptional at getting stuff done in a way that enables everyone to win.

👉 You’re always a step ahead

You’re the friend that plans the group trip. You initiate, consider the details, plan with precision, and anticipate unforeseen circumstances, all while ensuring people respond and engage on a tight timeline. You can manage multiple, in-depth customers accounts at the same time without missing a detail. You’re always on time, come prepared, don’t forget about things, do what you say you’ll do, and keep priorities organized to drive adoption and successful outcomes.

👉 You’d win the Customer Satisfaction World Cup

You are fueled by seeing your customers succeed. You deeply understand and empathize with their pain points and find creative and efficient solutions for them to fully benefit from using Gitpod. You could write a playbook on this topic and it shows when it comes to their adoption, satisfaction, and renewal.

Here's what we're looking for on your CV

👉 High-growth, early stage experience

  • Significant contribution in going from 0 to 1
  • Your ability to experiment - examples of building something from nothing and propelling a Customer Experience or Sales team forward
  • Feedback and ideas you’ve presented and the outcomes of your suggestions
  • Implemented a scalable playbook

👉 Customer-facing role for a highly technical, B2B product

  • Experience with developer tools
  • Analytical evaluation of the health of your accounts over time
  • Onboarding and adoption metrics (like CSAT, WAU2+)
  • Expansion and renewal metrics (like renewal rate, net dollar retention, and expansion ARR)
  • Proven ability to retain key accounts in regulated industries over 2+ years
  1. Accounts with >$200k ARR in industries like finance, oil, gas, utilities, transportation, pharma, telco, etc.

👉 Bonus: technical background in software engineering (worked as software engineer, computer science degree, coding schools)

Our CX stack

In addition to our company tools (Google, Notion, Slack, the basics 🤓), we use the following as a CX team and expect you to have familiarity with most of them:

  • Hex
  • Accord
  • Zendesk
  • Pylon
  • Pitch

Benefits

🏕 Fully remote, flexible work day

📅 Flexible paid time off including holidays that are most meaningful to you

🧡 Parental leave for all parents

💸 Equity

✈️ Regular company off-sites

🌻 Wellness allowance

🩺 Health insurance

💻 Premium work-from-home equipment

Interview process

We are fully remote and so is our hiring process. We value written and async communication, building relationships, and making sure people are in their sweet spot where their strengths align with the responsibility of their role. This process is designed to showcase and evaluate these topics and give you the opportunity to see how we work at Gitpod.

Contingent on schedules, we aim to complete the entire process in less than 2 weeks. We really value your time and will be as intentional as we can with how we spend it together.

  1. Send us your application
  2. Asynchronous questions
  3. We’ll send you a few questions to get to know you and learn more about what excites you about Gitpod. You’ll also have a chance to share about your strengths and experience and demonstrate your ability to work asynchronously.
  4. Interviews
  5. You’ll meet with several people in 1-on-1 interviews where you’ll have the chance to learn more about the work and team. In addition, you’ll complete a project and present it to a panel towards the end of the stage. Lastly, you’ll meet with our CEO before we move to references.
  6. References
  7. We’ll request a few high quality references from leaders that can speak to your experience before extending an offer.
  8. Offer
  9. Join Gitpod 🎈

Gitpod provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.