Associate Customer Success Manager

About the job

We are looking for an Associate Customer Success Manager to join our magnificent Customer Experience Team to help our customers reach their ultimate potential when it comes to app development.

As an Associate Customer Success Manager you will build and maintain important relationships with our customers. Our more than 6000 customers are coming from diverse backgrounds, so you will have to rely on your technical knowledge, expertise and creativity when it comes to solving their requests. Our highly collaborative Customer Success team is responsible for further expansion opportunities and identifying at-risk customers as well. At the same time, collaboration doesn't stop there. Your role also includes bringing new development opportunities to our Product Teams. 

 Main responsibilities:

• Be the trusted partner and advocate for SMB and Mid-Market 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

• Collaborate closely with team members to support renewals and expansion opportunities

• Be a representative of the voice of the customer to provide feedback to inform our product roadmap, sales and marketing processes and service improvements

Requirements

• 1+ years relevant experience in a Customer Success or Account Management role at a technology company

• 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 - and a desire for continued learning! 

• Fluent written and spoken English

• Fluent written and spoken in French or Japanese

• Excellent problem-solving and communication skills

• A willingness to travel onsite with clients as needed

How to knock our socks off

• Experience with mobile app development or its processes

• Start-up or scale-up experience

What we offer 

• A transparent and straightforward interview process where you have the chance to meet your future manager, your future team members, and some of the leaders of Bitrise.

• A massive amount of autonomy and trust while your contributions help shape and grow Bitrise for years to come.

• The opportunity to learn about app development by playing a crucial role in the mobile development process for the world’s most successful companies.

• A remote first environment, coupled with a modern, recently renovated office environment optimized for comfort and collaboration, stocked with the latest tech. No office mandates.

• The security of working in a financially stable, growing company with an ever-expanding global customer base.

• All Bitrisers are provided 2 days of paid Volunteer Days on an annual basis to support the cause that matters to them.