Customer Success Manager

Copado; New Orleans (LA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

401(k) Plan

Paid Time Off

Wellness Perks

Job summary

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world’s largest organizations deploy and manage Salesforce. In the Customer Success Manager role, you will partner with customers to drive adoption, manage complex releases, and minimize risk through a consultative approach.

You will conduct regular check-ins, deliver business reviews, and proactively identify opportunities for upsell while aligning with Sales to support expansion.

Qualifications

• Minimum 5 years of experience in customer success management roles.
• Excellent written, verbal, and interpersonal communication skills.
• Strong sense of accountability in following up with customers and holding others accountable.
• High emotional intelligence to pick up on customer sentiment and take command of conversations.
• Consultative approach in advising customers on the processes required to achieve their goals.
• Experience addressing challenges such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows.
• Experience driving customer adoption and success through proactive communication, relationship building, and strategic planning.
• Knowledge of agile methodologies and practices, with experience implementing agile processes using CI/CD and testing toolkits.
• Ability to guide and train customers on using Copado effectively.

Responsibilities

• Act as a strategic and influential partner for customers, addressing specific pain points and use cases.
• Identify opportunities hindering customer success and provide tailored solutions.
• Improve team efficiency by optimizing templates or risk playbooks.
• Collaborate with customers to build mutually beneficial success plans and tailored meeting agendas.
• Clearly articulate the value proposition of Copado's features and products.
• Provide meaningful follow-up summaries and resources after each customer call.
• Create prescriptive plans and templated success playbooks for the team to use.
• Conduct initial discovery to qualify upsell opportunities and support upsell motions with Sales.
• Execute QBRs using CopadoInsights to identify trends, risks, and opportunities.

Skills

Communication

Customer Success

Consultative selling

Relationship building

Project management

Emotional intelligence

Agile methodologies

CI/CD knowledge

Salesforce knowledge

Copado knowledge

Tools

Copado

Salesforce

Job description

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

About the Role

As a Customer Success Manager at Copado, you will play a crucial role in ensuring the success and satisfaction of our customers. You will act as a strategic partner, working closely with customers to understand their unique needs and challenges. By providing tailored advice and recommendations, you will help them drive adoption of Copado, manage complex releases, increase productivity, and minimize risk. Your consultative approach and expertise in Copado's features and functionalities will enable you to articulate the value proposition of our platform and guide customers towards achieving their goals. With your strong communication skills and ability to build relationships, you will conduct regular check-ins, execute business reviews, and proactively identify opportunities for upselling.

What You'll Do

• Act as a strategic and influential partner for customers, going beyond general discussions to ask questions and address specific pain points and use cases.
• Identify areas of opportunity hindering customer success and provide tailored solutions and recommendations that require out-of-the-box thinking.
• Improve team efficiency by optimizing previously defined processes such as templates or risk playbooks.
• Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on customer attendees.
• Clearly articulate the value proposition of Copado's features and products using a strategic and consultative approach.
• Provide meaningful follow-up summaries and resources after each customer call.
• Independently create optimal prescriptive plans with customers to help them achieve their goals, creating templated success plan playbooks for the team to use.
• Conduct initial discovery to qualify opportunities for upsell, proactively communicating with Sales to support upsell motions.
• Execute Quarterly Business Reviews (QBRs) using CopadoInsights data to identify trends, risks, and opportunities for increasing customer value and driving Copado's growth.

What We're Looking For

• Excellent written, verbal, and interpersonal communication skills.
• Minimum 5 years of experience in customer success management roles
• Strong sense of accountability in following up with customers and holding others accountable.
• High emotional intelligence to pick up on customer sentiment and take command of conversations.
• Consultative approach in advising customers on the processes required to achieve their goals.
• Experience in addressing key challenges encountered by Copado customers, such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows.
• Experience in driving customer adoption and success through proactive communication, relationship building, and strategic planning.
• Knowledge of agile methodologies and practices, as well as experience in implementing agile processes using CI/CD and testing toolkits.
• Ability to provide guidance and training to customers on using Copado effectively toStrong problem-solving skills and the ability to think creatively to find innovative solutions for customers' unique needs.
• Understanding of integration capabilities and experience integrating ALM tools or systems.

Benefits
Copado offers a comprehensive benefits package, which includes:

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness Perks

Copado is Equal Employment Opportunity and Affimitive Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.
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