Senior Customer Success Manager

CompanyStreamNative enables organizations to build the next generation of messaging and event-streaming applications. Leveraging Apache Pulsar and Bookkeeper, we optimize for scalability and resiliency while reducing the overhead management and complexity required by incumbent technologies. We do this by offering Pulsar and StreamNative’s ‘products as a service’. StreamNative is building a world-class team passionate about building amazing products and committed to customer success.
As a Senior Customer Success Manager (Sr. CSM) at StreamNative, you will play a pivotal role in ensuring our customers' success and satisfaction with our products. You will be responsible for managing the entire relationship with our customers, guiding them from onboarding through adoption to growth and expansion. 

What You'll Be Doing

• Build and maintain strategic relationships with decision-makers and key stakeholders across all levels within customer organizations.
• Serve as the primary point of contact for customers post-sale, managing the entire customer lifecycle from onboarding and technical implementation to growth and expansion.
• Conduct business reviews and regular customer touch points, developing a deep understanding of the customers’ technical landscape, challenges, needs, and objectives.
• Keep customers informed of new product features and updates that could enhance their user experience.
• Develop and execute initiatives to increase customer retention and happiness and identify opportunities for account growth.
• Proactively manage customer expectations and successfully navigate critical escalations, employing strong problem-solving skills.
• Develop and maintain an understanding of StreamNative's product capabilities, integration points, and value proposition in the context of customer needs.
• Collaborate closely with Account Executives to understand customer needs and contribute to renewal rates, customer satisfaction, expansions, upsells, and new opportunities.
• Collaborate closely with the Technical Support and Solutions Engineering teams to ensure all technical roadblocks and priority tickets are addressed in a timely fashion.
• Provide customers’ feedback to the Product, R&D, and Engineering teams, contributing to product developments and enhancements.
• Monitor and report on customer health metrics, developing strategies to address any areas of concern.

About You

• 7+ years of experience in customer success, account management, or technical support in a technology or software company.
• Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
• Proven experience working with on-premise and cloud-based customers, demonstrating an understanding of cloud-based technologies, including Kubernetes. Familiarity with concepts such as provisioning clusters and managing different environments is essential.
• Exposure to and understanding of streaming technologies like Kafka, Pulsar, or similar platforms is highly desirable, contributing to a deeper engagement with customers leveraging these technologies in their solutions.
• Exceptional relationship-building skills, engaging customers at all levels, including technical and C-level personas.
• Demonstrated ability to think critically and strategically, driving customer satisfaction and account growth.
• A customer-first mindset with a strong drive to ensure customer success and satisfaction.
• Ability to manage multiple stakeholders’ needs in a fast-paced environment.
• Ability to understand and articulate complex technical concepts and solutions.
• Self-motivated and able to work autonomously while also being able to collaborate with cross-functional teams
• Excellent written and oral presentation and communication skills.
• Strong project management skills and attention to detail.

We are proud of the team we’re building. We're committed to equal opportunity employment -- and beyond. We believe diverse experiences and perspectives build a stronger team and a better product. We welcome fresh perspectives and challenge our own assumptions to make StreamNative better. The more inclusive we are as a company, the better we can serve our customers.