Associate Customer Success Manager, USA

About AutoRABIT

AutoRABIT is revolutionizing DevOps and data protection for Salesforce teams in complex, highly regulated environments. Our platform integrates CI/CD, compliance, release orchestration, and AI-powered automation to improve software delivery, reduce risk, and increase velocity. We focus on eliminating waste, driving innovation, and delivering scalable value for our customers.

Key Responsibilities

• Manage a portfolio of customer accounts, building relationships and understanding their business and technical objectives.
• Work with senior team members to develop customer success plans with clear goals and measurable outcomes.
• Help customers get value from their AutoRABIT products by driving adoption, maintaining regular engagement, and identifying opportunities to improve customer satisfaction and retention.
• Ensure customers realize value from their AutoRABIT products, promote license utilization, and collaborate with cross-functional teams to encourage adoption and successful renewals.
• Proactively monitor customer health, product usage, and engagement to identify potential risks.
• Work with internal teams to address concerns before they become larger issues.
• Support efforts to drive new business growth by cultivating customer advocacy and reference-ability.
• Collaborate with customer support services, aiding in effective handling of enhancement requests and escalations.
• Participate in guiding customers through significant service milestones, such as upgrades, new releases, and new features.
• Collaborate with customer-facing account teams and executives from various departments (sales, support, professional services, engineering, renewal, and partners) to contribute to overall platform success.
• Contribute to utilizing customer surveys for product and service feedback, assisting in shaping the product roadmap and promoting continuous performance improvements.
• Adhere to set internal controls.

Requirements & Tech Stack

• Strong communication and relationship-building skills, with previous customer-facing experience preferred.
• Experience with SaaS or technology products is a plus.
• Developing presentation skills, and cultivating a personable, positive, and approachable demeanor.
• Curious about technology and willing to learn new products, technical concepts, and customer workflows.
• Demonstrated empathy for customers and a passion for contributing to revenue and growth.
• Self-motivated, organized, and comfortable taking initiative and managing multiple priorities.
• Basic proficiency using tools such as Salesforce, JIRA, GIT, Zoho, and/or similar Customer Service Portals.
• Familiarity with Salesforce Development Ecosystem is desirable.
• Must live in and be eligible to work in the USA.
• This is a 100% remote job, but requires 10% travel.
• Candidates must be in the Central time zone.
• An in-person component to the interview process is required.

Qualifications

• A bachelor's degree in a relevant field or equivalent practical experience.
• An interest in pursuing a career in Customer Success, with an eagerness to learn from senior team members.
• Previous exposure to customer success roles or related fields will be an advantage.