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Introduction

We’re a small, tight-knit team on the leading edge of Kubernetes adoption and optimization looking to hire our next Customer Success Manager. As a member of our growing Customer Success team, you’ll work alongside our growing team and technical success to dramatically influence how we make customers successful with our products at Kubecost. 

 

As a CSM, you will put the customer at the center of everything you do. Your goal will be to develop strong relationships with key stakeholders and ensure that our products are helping them achieve their goals, all while delivering an incredible customer experience. You will guide customers to achieve key milestones throughout their journey, always thinking about the big picture and identifying areas for increased enablement, expanded stakeholder relationships, and potential risk.  Working closely with cross-functional teams, you will tackle customer escalations, drive adoption of Kubecost solutions, team with Sales to identify opportunities for expansion, and ensure that we are always keeping the needs of our customers at the top of our priorities.

Your role and responsibilities
This role will give you the opportunity to:

●        Manage a portfolio of strategic customers and build strong relationships to help them achieve their goals

●        Develop and execute customer success plans, tracking and reporting on key metrics for customer adoption and overall customer success

●        Partner with technical success to effectively manage onboarding by understanding the goals, timelines, and milestones of the customer

●        Act as a domain expert and consultant to develop and propose solutions that help customers meet their goals efficiently and effectively

●        Develop strategic presentations to support key milestones along the customer journey

●        Continuously identify and define new use cases for Kubecost products

●        Effectively address customer satisfaction and manage a diverse set of issues, participate in issue triage and prioritization alongside the Product team

●        Identify upsell and growth opportunities, partnering with Sales to ensure expansion

●        Provide regular status updates to the Kubecost leadership team, including retention, churn, and upsell opportunities

●        Play a key role in building the foundation of our Success team through major projects like mapping the customer journey and developing periodic review cadences and scripts

●        Embrace ambiguity and take on responsibilities outside your normal duties and/or comfort zone

Required education
Bachelor's Degree
Required technical and professional expertise
Our ideal candidate has:

●        5+ years experience in Customer Success or Account Management

●        Eager to help customers solve problems and succeed with Kubecost solutions

●        A healthy dose of customer-facing experience with a splash of technical expertise, preferably in the infrastructure monitoring and/or Kubernetes space

●        Familiarity with the SaaS customer journey and a proven track record of successfully managing a portfolio of 20-40 enterprise accounts

●        Proven ability to drive continuous value of product(s)

●        Strong desire to work collaboratively with cross-functional teams

●        Demonstrable clarity of thought and top-notch organizational skills

●        Flexibility, adaptability, and a positive, solution-oriented mindset

●        Impeccable communication abilities (written, verbal, and presentation) and unassailable judgment

●        Strong leadership skills, with the ability to talk to a variety of stakeholders—both technical and executive

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.