Associate Customer Success Manager

HashiCorp

About the role

The Associate Customer Success Manager (CSM) is accountable for achieving and sustaining adoption (measured through the verified achievement of value-based outcomes), mitigating renewal risk, and identifying expansion opportunities across their portfolio of accounts. You will do this by understanding customer goals and the outcomes prescribed to achieve these goals with the product(s) purchased, developing strong rapport with all user personas linked to the adoption of these products, and executing defined customer success journey milestones via prescribed playbooks.

In this role you can expect to…

You will manage a portfolio of accounts, and as the Customer Success Manager, will be accountable for the adoption and health of each account. You will be a critical player in driving long-term customer success and demonstrating the value of HashiCorp’s products to our customers.

To be successful in this role, the Customer Success Manager will work across teams including Customer Success Architecture, Enterprise Account Management, Renewals, Solution Engineering, Professional Services and Support. 

Responsibilities include: 

  • Be accountable for the success of the customer journey for your portfolio accounts as measured by both the health score and gross revenue retention and expansion for each account
  • Be responsible for directing the execution of the Outcome Delivery and Customer Management processes for your portfolio.
  • Coordinate the transition of your accounts at the point of acquisition as well as when new products are purchased via expansion motions
  • Work closely with the Customer Success Architecture, Enterprise Account Management, Renewals, Solution Engineering, Professional Services and Support teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers.
  • Bring the voice of the customer to HashiCorp as you partner with engineering, marketing, and product to deliver best-in-class customer experience for your portfolio
  • Measure, report and analyze account health, playbook progress, account sentiment in order to optimize the customer journey continuously through innovative practices focused on driving adoption, retention and expansion
  • Coordinate, develop, and lead customer business reviews 
  • Be responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, success plans, and calls to actions in Gainsight 
  • Help identify and build great customer success practices that will scale across a growing team
  • Responsible for leveraging tech-touch to support digital customer success journeys and outreach.

You may be a good fit for our team if you have…

  • 1+ years of experience in a customer success or consulting role, or 2+ years in an inside sales or business development role
  • You are data-driven, well-organized, and have a bias toward action: you rely on metrics and KPIs to plan your weekly schedule
  • You are a self-starter who thrives in a fast-paced start-up environment: you are always willing to take on new projects and do whatever it takes to make your customers happy and your company successful
  • Strong communication skills with the ability to influence and drive action across 
  • Outstanding written and verbal communication/presentation skills to lead onsite or remote strategic business reviews
  • Client facing or customer facing experience to understand their needs and provide solutions
  • Strong listening skills with the demonstrated ability to ask effective questions
  • Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
  • Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)
  • Able to thrive and be successful in a remote-first culture 

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be. #LI-MY1

#LI-REMOTE

Colorado, California, Washington and New York City Applicants: To view base salary ranges for this role in your location and to learn more about which roles are eligible for bonus pay or commissions, please visit our Pay Transparency calculator. Information on our benefits can be found here.  Intern ranges can be found here