Customer Success Manager

<h1><span><strong>About Platform.sh</strong></span></h1> <p><span>Platform.sh is Platform-as-a-Service (PaaS) that removes the complexities of cloud infrastructure management and optimizes development-to-production workflows, reducing the time it takes to build and deploy applications. Delivering efficiency, reliability, and security, giving development teams both control and peace of mind. Built for developers, by developers.</span></p> <p><span>Adopted and loved by 16,000+ developers, 7,000 customers, and for nearly a decade </span><span>Platform.sh has been providing innovative capabilities that serve as the launchpad for creative development teams’ out-of-the-box thinking.</span></p> <p><span>We provide 24x7 support, managed cloud infrastructure, and automated security and compliance with an all-in-one PaaS. We give our customers complete control over their data by keeping applications secure and available around the clock.</span></p> <p><span>Platformers are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.</span></p> <p><span>Bring your expertise and enthusiasm to our growing, global organization. Your contributions, collaboration, and unique point of view are recognized and valued here.</span></p> <h1><span><strong>Impact of a Customer Success Manager</strong></span></h1> <p><span><span>As a Customer Success Manager at Platform.sh, you play a key role in driving customer satisfaction, retention, and growth. Acting as a strategic advisor and trusted partner, you help clients maximize the value of our platform by understanding their goals, identifying opportunities, and guiding them through change and challenge. You embody our customer-first approach and ensure that client success remains central to everything we do.</span></span></p> <p><span><span>You cultivate long-term relationships with high-value customers, supporting them through periods of transition and serving as a reliable point of contact. Whether helping resolve issues or facilitating collaboration with internal teams, you are proactive, resourceful, and committed to delivering results. </span></span></p> <p><span><span>Beyond client management, you actively contribute to process improvement and knowledge-sharing. Your ability to balance technical understanding with business acumen enables you to align customer outcomes with Platform.sh’s broader goals—fostering loyalty, advocacy, and continued growth.<br/></span></span></p> <h1><span><strong>What to expect</strong></span></h1> <ul> <li> <p><span><strong>Client Partnership: </strong>Build strong relationships with a portfolio of high-value customers, understanding their unique needs and guiding them toward long-term success on Platform.sh.</span></p> </li> <li> <p><span><strong>Retention &amp; Growth: </strong>Identify opportunities for expansion and renewal by recognizing how clients can extract greater value from the platform.</span></p> </li> <li> <p><span><strong>Client Advocacy: </strong>Represent customer needs internally while promoting the Platform.sh brand externally through referrals, testimonials, and case studies.</span></p> </li> <li> <p><span><strong>Issue Resolution: </strong>Act as a reliable point of escalation during business hours, responding to conflicts or concerns quickly and effectively.</span></p> </li> <li> <p><span><strong>Cross-Functional Collaboration:</strong> Work closely with support, product, sales, and engineering teams to coordinate efforts and ensure customer needs are met across the business.</span></p> </li> <li> <p><span><strong>Portfolio Management:</strong> Proactively manage customer health and engagement across your accounts, anticipating risks and addressing them before they escalate.</span></p> </li> <li> <p><span><strong>Customer Enablement: </strong>Share best practices, help customers adopt platform features, and empower them to optimize their development workflows. </span></p> </li> </ul> <h1><span><strong>What you bring</strong></span></h1> <ul> <li> <p><span><strong>Customer Relationship Skills:</strong><strong> </strong>You’re a natural relationship builder with strong negotiation, presentation, and communication abilities.</span></p> </li> <li> <p><span><strong>Technical Acumen:</strong><strong> </strong>You have working knowledge of web application architecture and services (DNS, CDN, databases, cache layers, etc.), common development tools (Git, CI tools), and frameworks like Magento, Symfony, Drupal, and Typo3.</span></p> </li> <li> <p><span><strong>Cloud Fluency:</strong> Familiarity with major cloud service providers (AWS, Azure, GCP, IBM) and distributed systems.</s