Heroku Sr.Customer Success Manager

As a Senior Customer Success Manager at Heroku, your primary role is to drive customer adoption, engagement, and growth across the Heroku platform. You will be the main point of contact for a portfolio of enterprise and high-value startup customers, ensuring they derive maximum value from Heroku's Platform-as-a-Service (PaaS) offerings. Your responsibilities will include strategic relationship management, technical advocacy, and collaboration with product, sales, and solutions engineering teams. - Act as the trusted advisor and primary point of contact for a portfolio of strategic Heroku customers. - Develop and nurture relationships with key stakeholders such as CTOs, DevOps leads, product managers, and developers. - Lead regular touchpoints like Quarterly Business Reviews (QBRs) and check-ins to review usage, product feedback, and business outcomes. - Define and execute success plans tailored to each customer's objectives and technical environment. - Proactively identify adoption barriers, craft solutions, and advocate for customer needs internally at Heroku. - Collaborate with cross-functional teams to facilitate customer onboarding, rollout, and continued platform usage. - Drive platform adoption by educating customers on new features and best practices. - Identify expansion opportunities in collaboration with the sales team. - Encourage internal evangelism within the customer's organization, highlighting the benefits of Heroku's developer-centric approach. - Partner with Heroku engineers and support teams to troubleshoot issues and optimize applications. - Conduct basic app architecture reviews, guiding customers on Heroku's add-ons, data services, and integration with Salesforce solutions. - Provide feedback to product teams on desired features, usability improvements, and industry trends. - Use data-driven health metrics to identify at-risk accounts and intervene proactively. - Develop compelling ROI narratives to support renewals and continued investment in Heroku's services. - Own renewal forecasting and execution, ensuring a smooth renewal process for assigned accounts. Qualifications & Skills: - Experience: 5-8+ years in customer success, account management, or related roles, preferably within SaaS/PaaS. - Technical Acumen: Comfortable discussing cloud computing, modern app development, and DevOps practices; ability to speak to Heroku's platform benefits at both a high and moderate level. - Relationship-Building: Proven track record of engaging with enterprise stakeholders, setting success criteria, and coordinating multiple projects. - Analytical & Data-Driven: Ability to interpret usage analytics and proactively address customer adoption patterns. - Communication: Strong presentation and storytelling skills to demonstrate the value of the Heroku platform. - Collaboration: Experience working with cross-functional teams to meet customer needs. - Education: Bachelor's degree or equivalent experience in Computer Science, Business, or related field often preferred. In summary, as a Senior Customer Success Manager at Heroku, your focus will be on driving customer success, fostering relationships, advocating for customers, promoting platform adoption, providing technical guidance, ensuring retention and renewals, and demonstrating the value of Heroku's services. Your role will require a blend of technical acumen, relationship-building skills, analytical thinking, and a customer-centric approach to achieve measurable outcomes and drive revenue growth.,