Customer Success Manager

Job description

Our mission is to improve the UX of the internet. We build tools that help frontend teams develop and test UIs. Our customers ship UIs that billions of people use. We’re looking for an experienced Customer Success Manager to join our team and guide our Enterprise customers through every stage of their journey with Chromatic. You’ll serve as a strategic advisor to high-value accounts, helping them adopt Chromatic at scale, maximize product value, and invest in long-term partnerships. You’ll own a strategic Enterprise book of business, manage large renewals, design expansion paths, and collaborate closely with executives, platform owners, and engineering leaders across your accounts. This role will necessitate partnering closely with a large cross-functional team, including members of Sales, Product, and Engineering, to ensure that the customer is supported at every stage of their journey. We're looking for a Customer Success Manager to own customer health across a book of Enterprise accounts. This role is about knowing your accounts very well — spotting risk early, keeping every system and record airtight, and being the reason nothing surprises us at renewal. You own the truth about how healthy each account actually is, and you make sure that truth reaches the right people in time to act on it. This is a highly organized, detail-driven role for someone who takes pride in running a tight system, follows through on things without being chased, and finds their own ways to work smarter rather than waiting to be handed a process. We're a lean team; you'll be expected to build and improve upon your own workflows. This is a fully remote position and the candidate should be located in the Eastern Time Zone within the US or Canada. RESPONSIBILITIES Customer health & risk management - Own a high-value Enterprise book of business; build and maintain executive-level relationships across Engineering, Product, Design, and Procurement. - Own accurate, real-time customer health tracking across your full book - Identify churn risk and expansion signals early, and escalate them while there's still time to act. - Serve as a strategic advisor on Chromatic and Storybook, guiding customers through scalable adoption, best practices, and organizational rollout. - Conduct tailored business reviews and value assessments with senior stakeholders to drive alignment, reinforce ROI, and surface new opportunities. Cross-Functional Leadership - Partner closely with Solutions Engineering, Sales, Product, and Engineering to ensure a unified, high-quality customer experience. - Act as a senior voice of the customer, bringing structured, actionable feedback that influences Chromatic’s product roadmap and long-term strategy. - Contribute to building scalable CS processes, playbooks, and best practices as Chromatic grows. Operational Excellence - Analyze customer usage, product engagement, and business outcomes to inform account strategy and identify risks or opportunities. - Create account plans for top Enterprise customers, tracking objectives, adoption milestones, and expansion pathways. - Maintain clear and reliable documentation of account activity, insights, and stakeholder relationships to support seamless cross-functional visibility. - Be a reliable, trusted point of contact customers know they can count on. - Keep customers informed of product updates, enhancements, and relevant launches, ensuring proactive communication. REQUIREMENTS - 3 - 6+ years of direct customer management experience in Customer Success, Account Management, or a related role within a SaaS technology company. - You have demonstrated success managing large, complex Enterprise accounts, including onboarding, renewals, multi-product or multi-team expansions, and C-level engagement. - You have a strong executive-presence, communication, and relationship-building skills, with the ability to advise senior engineering and product leaders. - You have strong foundational data analysis skills. You’re able to interpret customer usage patterns and business metrics to drive decision-making. - You are highly organized and able to manage competing priorities across multiple accounts with exceptional follow-through. - You are curious, resourceful, and proactive; you’re comfortable wearing many hats in a fast-moving startup environment. - You have experience in are enthusiastic about developer tools and modern frontend engineering workflows. NICE TO HAVE: - Experience working at a developer tools company. - Familiarity with frontend development workflows (e.g., pull requests, component libraries, CI/CD) - Experience with Vitally, HubSpot, or similar tools. - Experience working remotely in a start-up or small company environment Salary range: US $110,000 - $160,000 OTE + equity. Learn more about our compensation philosophy here https://www.notion.so/Chromatic-s-Compensation-Philosophy-bc0b2c567f6e44ac8d2ada3003404a93?pvs=4. Visit our careers page https://www.chromatic.com/company/careers for a list of our other benefits and a peek into life at Chromatic.