Customer Success Manager (Remote)

We are looking for a Customer Success Manager who will help Codacy’s customers to achieve an increase in the value they receive from our product and enable them to achieve their organizational goals. Codacy’s number one objective is improving net retention and all departments are aligned around this initiative. This means this is a unique opportunity to join a company that is really focused on our customers and understands the importance of customer success in building a scalable business.

What will be your day to day? 

• Oversee a sizable book of business, managing around fifty accounts.

• Ensure customer satisfaction across matrixed stakeholders and decision-makers.

• Build trust and secure introductions to other teams/verticals within the same account to increase stickiness and identify expansion opportunities for the account management team to pursue.

• Create and implement customer success plans, including onboarding strategies, to ensure successful adoption across multiple geographies and lines of business.

• Improve product usage through strategic consultation and enablement, ensuring customers receive the full value spectrum of Codacy.

• Forecast renewals and assess account risk levels on a weekly basis.

• Collaborate closely with the account management team to negotiate and secure renewals and expansions.

• Maintain regular, proactive communication with customers while adopting a scalable approach, incorporating automation where necessary.

• Work closely with a small, tight-knit customer experience team, sharing responsibilities and supporting each other.

• Advocate for customer features and accurate scoping in the product roadmap, building business cases backed by ARR.

• Collaborate with customers to develop Case Studies, Videos, Podcasts, Webinars, Speaking Opportunities, and Customer Advocacy.

• Act as the internal point of escalation for critical customer issues.

• Educational Background: Bachelor’s degree in Business, Computer Science, or a related field.

• Experience: 2-3 years in Customer Success, Account Management, or Account Executive roles, with a proven track record of success.

• Startup Expertise: Hands-on experience in a Series A/Series B startup, where you've thrived in a dynamic, 'figure it out' environment and worn multiple hats.

• Technical Proficiency: Experience with technical and/or SaaS products, with the ability to understand and articulate complex concepts.

• Communication Skills: Outstanding verbal, written, and presentation skills, with the ability to communicate effectively with diverse audiences.

•  Team Collaboration: Strong ability to work independently and as part of a team, contributing to a collaborative and supportive work environment.

• Prioritisation: Expert at prioritising tasks and applying Pareto’s Principle to focus on the 20% of activities that drive 80% of results.

• Organisational Excellence: Exceptional organisational and time management skills, capable of handling multiple projects simultaneously without compromising quality.

•  Process Improvement: Process-oriented mindset passionate about continuously refining and improving workflows.

• Customer-Centric: Deep passion for customer service, committed to understanding and addressing customer needs.

• Curiosity & Inquisitiveness: A natural curiosity and eagerness to learn, always seeking to understand and explore new ideas.

• Empathy & Kindness: Genuine kindness and empathy towards people at all levels of the organisation, fostering a positive and inclusive workplace culture.

• Competitive Salary. Check our salary calculator at https://www.codacy.com/careers

• Comprehensive health insurance;

• Generous learning and development budget;

• Flexible holidays;

• Flexible working hours;

• Remote-first: UK or Portugal based