Customer Success Manager

Copado Inc.; New Orleans (LA); On-site; USD 85,000 - 130,000; Full time

Job summary

Copado Inc. is seeking a Customer Success Manager to ensure customer satisfaction and drive adoption of our DevOps platform for Salesforce. You will act as a strategic partner, guiding customers through complex release processes and optimized deployment workflows.

With 5+ years in customer success, you will conduct regular check-ins and business reviews, identify opportunities for upsell, and collaborate with Sales to support growth while maintaining high levels of customer satisfaction.

Qualifications

• 5+ years of experience in customer success management roles.
• Strong communication and relationship-building skills.
• Ability to mentor customers on Copado features and best practices.

Responsibilities

• Act as strategic and influential partner for customers, addressing pain points and use cases.
• Identify opportunities for upsell and drive adoption of Copado in customer environments.
• Lead quarterly business reviews using CopadoInsights data to uncover risks and opportunities.
• Develop and implement prescriptive success plans and templated playbooks with customers and internal teams.

Skills

Customer success management

Account management

Strategic partnership

Consultative selling

Communication

Relationship building

Project coordination

Tools

Copado

Salesforce

Job description

About Copado

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