Customer Success Manager

Customer Success Manager (US- remote)

• REMOTE (WITHIN USA) /
• SALES /
• FULL-TIME

Octopus Deploy is one of Australia’s fastest-growing and most successful software companies. Today we help over 150,000 people worldwide to deliver working software to production.

If you have a commitment to excellence, a desire to delight customers, and want to be a member of a fast-growing team, you’ll love this position.

The Customer Success Manager (CSM) is responsible for managing success, preserving renewals and identifying growth opportunities for assigned accounts. The CSM will drive renewals and account growth, collaborate with teams within the company to ensure on-time renewals.

Our team is one of the fastest growing in the company and this role could be your entry door to a successful career in sales.

This is a remote role, based anywhere in the USA.

A typical day might include:

• Establishing regular touchpoints to ensure the client journey remains on track, and any issues are addressed promptly.
• Becoming a customer advocate and seek ongoing feedback and reviews.
• Identifying risks and proactively engage the customer whenever there’s an identified retention concern to achieve negative churn.
• Owning renewal strategy and subsequent on time renewal of subscriptions.
• Ensuring that critical issues are documented and escalated in an expeditious manner for resolution
• Acting as customer advocate and liaison to become a Trusted Advisor
• Cultivating deep relationships with customer stakeholders, understand their needs and provide support that results in their success with Octopus
• Maintaining accurate data around opportunities, sales activities and revenue projections in CRM

You will be a great fit for this role if:

• You live in the USA and have ongoing and unrestricted working rights
• You have the skills to ask good questions, listen well, and “read the room” to respond to the specific needs of a client, rather than just reciting a pre-scripted message.
• You’re an incredible communicator, both written and verbal. You naturally possess a confident phone and Zoom presence.
• You understand the difference between features and benefits: you can quickly apply that thinking to help businesses see the real-world value of what Octopus does and achieve the things that are most important to them.
• You have excellent time management, organisational & problem-solving skills – those will be key to your success.
• You have 3+ years of experience as a Customer Success Manager – experience in a software company is a plus
• You enjoy a challenge and are a great problem solver
• You have strong organisational and communication skills
• You are agile with the ability to prioritize tasks
• You collaborative team player who also works well autonomously
• You have strong attention to detail and the ability to multitask Hands on experience with MS Office or Google Suite as well as a CRM is essential

What’s in it for you:

• You’ll work from wherever you feel most productive. That could be your home, our office or a combination of both
• Generous laptop and home office allowance
• Career growth as we are expanding rapidly
• Monday to Friday hours
• A supportive team where everyone is encouraged to contribute

Interested?

We’d love to hear from you. Please send us your CV and a cover letter telling us about you and why you think you would be a good fit for this role.

About the company

We make Octopus Deploy, software that enables teams to deliver working software to production. We’ve become the “best in class” tool in our category by focusing on doing one thing and doing it very well. Founded in 2012, we now have over 25,000 happy customers around the world, and we employ 70+ wonderful people.

We’re a bootstrapped, profitable, growing business. We’re not VC-funded, and our goal is to build a company that will last forever, while enjoying the journey and doing work that we’re proud of. Our business model is all around understanding our customers, building great software, backing it up with great support and customer service, and making it incredibly easy to discover, learn and use.

Most of our team is based in Brisbane, Australia, where the company started, though we’ve spread to other parts of Australia, the US, and UK. Because our team is distributed, everyone works from home most of the week, so we’ve built a remote-first culture.

We’ve made our company handbook public, and it’s a great guide to how we think about just about everything – including career progression and compensation, our vision and what we care about, how our company is structured, feedback loops, training, remote work and more. Please take a read of our handbook, and reach out if you think there is a good fit.