Customer Success Manager

Job description

ABOUT THE ROLE We are hiring an Enterprise Customer Success Manager to work with our most strategic accounts and help scale their adoption, enablement and usage of Factory. In this role, you will own a portfolio of key accounts and act as the main point of contact in their journey to adopt Factory. This is a hands-on role for someone who thrives in ambiguity and wants to help build a generational company. You will shape the playbooks, influence the roadmap, and define what "success" looks like for engineering teams. WHAT YOU WILL DO AND ACHIEVE - Drive Consumption & Value: Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption. - Strategic Partnership: Build relationships with key stakeholders—from VP of Engineering to individual Tech Leads. - Operationalize Success: Move beyond ad-hoc support to build repeatable "success plans” to proactively intervene when usage dips or blockers arise. - Secure Renewals & Expansion: While consumption is your north star, you will lay the groundwork for long-term NRR by proving clear ROI and working with the Account Director to identify opportunities for expansion into new teams and business units. - Voice of the Customer: Channel feedback from key users back to Engineering teams to help inform the Product roadmap. - Enablement & Evangelism: Lead onboarding workshops and business reviews that educate teams on best practices. - Hands-on Support: Act as the front-line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle. QUALIFICATIONS - 2-4+ years of experience in a customer facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company. - Commercial and technical fluency: Strong understanding of technical products and an ability to translate the use of these technical products into business value and outcomes for customers. - Builder Mindset: You are excited to help build the function, not just fill a seat. You are comfortable with ambiguity and move fast. Nice to have - DevTools Experience: Familiarity with broader developer tooling ecosystem and practices - Startup Experience: You’ve worked in a high-growth environment where roles are fluid and ownership is high. This role is open to San Francisco, New York City, or London.