Senior Customer Success Manager

At Bitrise, we’re improving how mobile products are developed and deployed for thousands of customers around the world. One of our core values is that We Care -  We listen to our customers and employees, and ask questions to better understand their needs and to help them be successful. As a Senior Customer Success Manager (CSM) you’ll live and breathe this value, being one of the closest individuals to our largest customers.

The Senior Customer Success Manager (CSM) is responsible for the retention, and expansion, of our largest customers. In addition to this, the CSM is responsible for ensuring that customers are adopting Bitrise features that align with the customer’s goals and objectives. It is also part of the CSM role to collaborate with other teams to ensure the success of our customers. The CSM will be a shining example of Customer Success at Bitrise and will help identify areas of opportunity for improvement for the wider team, be a valued mentor, and work with the manager of Customer Success to improve the region.

Please note that we’re a remote-first company offering the flexibility to work remotely within the country advertised.

You are the ideal candidate if you:

• 3+ years relevant experience in a Customer Success or Account Management role at a technology company preferably SaaS
• Experience working with cross-functional teams
• A high level of accuracy and attention to detail 
• Excellent communication and interpersonal skills
• A proven track record of building and nurturing customer relationships 
• A driven, enthusiastic and “can do” attitude
• Basic technical skills to confidently discuss customer needs and business goals, especially in the area of software development - and a desire for continued learning! 
• Fluent written and spoken English
• Excellent problem-solving and communication skills
• A willingness to travel onsite with clients as needed
• Experience with mobile app development or its processes
• Proficiency in an additional European language (German, French, Italian, Portuguese, etc) is a plus

As a Senior Customer Success Manager at Bitrise you will

• Be the trusted partner and advocate for our most strategic customers 
• Understand the technical and business challenges of our customers to ensure they are adopting and deriving maximum value from our products
• Serve as the primary contact for your customers including overseeing successful onboarding and training of platform end users
• Maintain a cadence of proactive outreach and communication with customers 
• Work cross functionally with the Bitrise team to resolve customer issues that may arise 
• Help to identify any at-risk customers and create mitigation plans to ensure their success 
• Proactively work with customers to identify new usage opportunities including creation of account plans
• Collaborate closely with team members to support renewals and expansion, covering both horizontal (across new teams) and vertical expansion (within current teams/projects) opportunities
• Capture relevant data and interactions within our CRM systems including value captured, customer goals, and other details
• Be a representative of the voice of the customer to provide feedback to inform our product roadmap, sales and marketing processes and service improvements

What we offer

• The opportunity to learn about app development by playing a crucial role in the mobile development process for the world’s most successful companies
• The security of working in a financially stable, growing company with an ever-expanding global customer base
• A competitive stock options package

About Bitrise

Bitrise is a continuous integration and delivery platform, built by and for mobile app developers. Our mission? To help everyone build and operate better mobile apps. By streamlining, automating and optimizing recurring mobile development processes, we free up time and resources for creative, interesting and impactful development tasks, resulting in better, faster releases.

As a successful graduate of Y Combinator, we are born of the same DNA as Airbnb, Reddit and Dropbox. Since Bitrise was launched in 2015, we have grown exponentially: Today, tens of thousands of developers release apps via Bitrise that end up on billions of mobile devices around the world.

Current customers include fortune 500 companies like Virgin or SIXT, and rapidly scaling unicorns like Wise, Mozilla and Get Your Guide. Pick up any mobile device, and chances are you’ll encounter multiple apps that were built on Bitrise. Working at Bitrise means contributing to all of that.

Compensationgross £70,500-£95,000