Sr. Customer Success Manager

As a Senior Customer Success Manager at Heroku, your primary responsibility 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 role will involve strategic relationship management, technical advocacy, and close collaboration with product, sales, and solutions engineering teams. Key Responsibilities: - 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 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 champion customer needs internally at Heroku. - Drive platform adoption by educating customers on new features and best practices. - Identify expansion opportunities in collaboration with the sales team. - Partner with Heroku engineers and support teams to troubleshoot issues and optimize applications. - 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. Qualifications & Skills: - Experience: 5+ 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. - Relationship-Building: Proven track record of engaging with enterprise stakeholders 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. Competencies: - Strategic Mindset: Ability to see the big picture of customers" business objectives and advise on how Heroku best fits. - Customer-Centric: Empathy and strong customer advocacy to ensure their success drives your decision-making. - Results-Oriented: Focus on measurable outcomes, including adoption metrics, retention rates, and revenue growth. - Problem-Solver: Aptitude for diagnosing issues, providing creative solutions, and rallying resources quickly.,