At Rollbar, our mission is to help developers build software quickly and painlessly. We are a ~40-person team based in San Francisco, Barcelona, and Budapest.

Over 100,000 developers use our product to innovate faster and decrease time to market while maintaining the best-in-class customer experience. Rollbar is used by some of the best engineering teams in the world, including Twilio, Salesforce and Twitch.

Customer Success works with a best-of-breed product that helps companies roll out mission-critical applications and reduces the time to market by proactively identifying and fixing bugs & errors. We follow a proven methodology to identify the customer's unique needs and clearly communicate the value of the Rollbar products. This is an opportunity for you to work for a fast-paced, SaaS company with over 5,000 customers. Rollbar is dedicated to helping you achieve your personal and professional goals.

We are looking for a technically savvy Customer Success Manager to focus on our enterprise customer accounts. Duties for this role will include a broad range of tasks such as maintaining ongoing customer relationships and networking, managing the customers annual renewal while minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

You will

Negotiating and managing the annual renewal of enterprise agreements
Understand customer outcomes by communicating with customers, analyzing customer health metrics, and gathering NPS scores and other feedback
Meet with clients and collect information on the best ways to utilize our product based on the customer’s business needs or business plans
Provide business reviews and ad hoc reporting to the customer
Represent the voice of the customer to inform our product roadmap
Gauge customers’ level of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of customer retention and increased usage of our platform
Act as the main point of contact between the company and our enterprise accounts
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagementIdentify opportunities for customers to act as Rollbar’s advocates (e.g. testimonials, case studies)
Passion for leading edge technology
Have curiosity and thorough understanding of customer's business

You have

Bachelor’s degree in Business/Technology/Marketing/Communication or related field OR Equivalent experience.
3-5 years of experience in customer success position
Proven track record of working in a customer facing role
Excellent communication and interpersonal skills
Organizational skills and ability to multi-task
Ability to present ideas in a clean, user-friendly way
Attention to detailDrive, self-motivation, enthusiasm and a “can do” attitude

Benefits and Perks

Competitive salary, commissions and stock options
Medical, dental, and vision insurance
Parental leave: 12 weeks
Generous hardware, software, and home office set up allowance
Casual work environment
Inclusive team-oriented culture
Have fun and make an impact

Position is remote in the following USA States: California, Michigan, Minnesota, Nevada, Oregon, Pennsylvania, Texas, Washington.
Salary range: $120,000 to $160,000 plus incentive compensation of 25% to 30%, depending on experience.

Apply now

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