Note: The job is a remote job and is open to candidates in USA. Span is an AI-native developer intelligence platform aimed at enhancing engineering organizations' effectiveness with AI tools. They are seeking a Customer Success Manager to build relationships with engineering leaders, guide customers through best practices, and advocate for their needs across various departments.
Responsibilities
- You'll build deep, trusted relationships with engineering leaders—understanding their goals, unblocking challenges, and helping them get the most out of Span
- Lead onboarding, set success plans, and guide customers through best practices to ensure adoption, retention, and expansion
- Be the go-to advisor for our customers—navigating the worlds of AI Effectiveness and Developer Intelligence
- Work across departments (Sales, Product, Engineering) to advocate for customer needs and deliver a standout experience
- Lead value-driven conversations regularly with customers to help them make the connection between Engineering Intelligence and business outcomes
- Identify champions, expand usage across teams, and proactively spot churn risks before they happen
- Get creative with workflows, playbooks, and experiments to scale our CS efforts as we grow
Skills
- 3+ years of experience in Customer Success or similar post-sales roles at a SaaS company
- Experience working with technical teams—especially engineering leaders—at mid-market or enterprise companies
- A consultative approach to customer relationships—you love solving messy problems, not just checking boxes
- Excellent communication skills—you know how to read a room and speak both engineer and executive
- Comfort with ambiguity and a bias toward action—you know when to zoom in and when to zoom out
- You take pride in your organization and follow-through, and you're always one step ahead
- You care deeply about your customers and want to help them thrive
- Familiarity with tools like Jira, GitHub, and other engineering systems
- Experience supporting a technical or data-heavy product
- Been an early CS hire before
- A knack for simplifying complex concepts and building processes that scale
Company Overview