The Enterprise Customer Success Manager (CSM) is a critical role at Hasura, responsible for ensuring our enterprise customers achieve their desired outcomes through the effective use of our software. The CSM will build strong relationships with key stakeholders, provide strategic guidance, and deliver exceptional support to maximize customer satisfaction and retention.

What the role will involve:

• Build and maintain strong, long-lasting relationships with enterprise customers.
• Act as the primary point of contact for assigned accounts, ensuring a high level of customer satisfaction and loyalty.
• Conduct regular check-ins and business reviews with customers to understand their goals, challenges, and progress.

• Understand customers' business objectives and provide strategic recommendations to help them achieve success with Hasura.
• Collaborate with customers to develop and execute success plans that align with their goals, drive adoption, and deliver value from Hasura's solutions.

• Manage contract renewals, ensuring timely and successful renewals.
• Identify and support opportunities for upselling and cross-selling additional products and services to meet customer needs.
• Escalation Resolution and Support:
• Proactively identify and address any issues or concerns that may arise, coordinating with internal teams as needed.
• Serve as an advocate for the customer within Hasura, ensuring their feedback and needs are heard and addressed.

• Work closely with sales, product, marketing, and support teams to ensure a seamless customer experience.
• Provide feedback to internal teams regarding customer needs, potential product enhancements, and to generate marketing collateral and opportunities.
  Metrics and Reporting:
• Track and report on key customer success metrics, including customer satisfaction, retention, and customer health.
• Use data to identify trends and opportunities for improvement in customer success processes.

Requirements:

• Bachelor’s degree in Business, Computer Science, or a related field.
• 5+ years of experience in customer success, account management, or a related role, preferably in the software or technology industry.
• Proven track record of managing and growing enterprise customer accounts.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
• Strong problem-solving skills and a proactive approach to addressing customer needs.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Familiarity with Hasura’s products and the open-source community is a plus.

Location:

East Coast / Remote

Working at Hasura:

At Hasura, we help developers go from zero to fully fledged modern apps, blazing fast. Through your work at Hasura, you will have the opportunity to make a lasting impact on both how Hasura is built as well as the larger developer ecosystem.
As a team, we take a lot of pride in our work. We obsess over the developer experience, and our first priority as a company will always be to make things easier for our users.

Perks of working at Hasura:

• Remote & Hybrid Work Environment: Our team is spread across multiple countries, allowing for remote work or in-person collaboration at our office spaces in San Francisco and Bangalore. We believe in a flexible work model that caters to individual preferences and promotes effective teamwork.
• Self-care Fridays: We offer the second Friday of every month as a day off. This time allows our employees to engage in activities that rejuvenate and recharge them personally.
• Equipment and learning allowance: We have equipment and learning budgets to ensure that our employees have the necessary tools and resources to succeed in their roles. We invest in their growth and development by facilitating access to relevant learning opportunities.
• Donation Matching: We have an annual donation matching fund to encourage and enhance team member donations to global organizations working towards equality & equity.
• Flexible timings & PTO: Because of our asynchronous ways of working, our employees have the freedom and flexibility to set their work schedules ensuring adequate support and team coverage. This flexibility enables a healthy work-life balance, complemented by generous paid time off (PTO) options.

Applying:

Even if you don’t fulfill 100% of the above requirements or are unsure whether this would be the right fit, we’d love to hear from you. We welcome any questions during the interview process that you may have about our culture, the kind of work we do and the process we employ to make it all come together.

About Hasura:

Hasura is a venture-backed open-source technology company that makes your data instantly accessible over a real-time GraphQL API, so you can build and ship modern apps and APIs faster. Hasura connects to your databases, REST servers, GraphQL servers and third party APIs (eg: Stripe, Salesforce) and provides a unified API across all your data sources.

We are a globally distributed team, with offices in San Francisco & Bangalore.
Hasura, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.

--

Link to this page - https://hasura.io/careers/?jobId=wUNJWJXxSguA