Enterprise, Strategic Customer Success Manager

The job overview for this role is that the Customer Success Manager will be responsible for driving the growth and success of Sentry's customers. They will serve as a trusted advisor, ensuring customers derive maximum value from the Sentry platform. The Customer Success Manager will work closely with cross-functional teams and establish strong relationships with customers to drive product adoption, implement growth strategies, and meet revenue targets.

Learn how to use Sentry, our best practices and cement yourself as a trusted/strategic advisor with customers and drive the continued value of our products and services by learning the Sentry product

Take ownership of your book of business/portfolio and maintain long-term account health and strong relationships

Work closely with the Renewals Manager for the Strategic portfolio, to ensure a successful renewal, identifying obstacles, and mitigate churn

Work as a "pod" with your Solutions Engineer and Account Executive to educate the customer on our product feature-set to aid the customer in achieving their objectives

Work cross-functionally with sales, solutions engineering, product, marketing, and our C-suite to execute Executive Business Reviews, build detailed Strategic Customer Success Plans, while establishing critical goals for expansion

Establish regular cadence with customers throughout their life cycle, garner customer champions to advocate for Sentry, use metrics to analyze and document customer's usage of Sentry's product

Advocate customer product needs, feedback, and issues cross-departmentally and program-manage customer expectations

Work closely with your dedicated Account Executive to craft innovative, successful, repeatable, strategies to expand your reach within your portfolio

Navigate complex Org mapping to identify and target engineering teams not using our product

Consistently meet and exceed ARR targets for Renewals and Expansions as a Pod

Perform internal quarterly Strategic Business Reviews to outline the health of your portfolio and present your Strategic Success Plans with our Executive team

Help customers make the best out of their investment with Sentry by driving product adoption, sharing best practices and implementing growth and optimization strategies for maximum value

• High level of empathy and attention to customer needs
• Solutions-oriented with a high standard for quality
• Proven track record of delivering high customer satisfaction scores
• Technically curious and comfortable working with engineers
• Clear and confident communicator, both written and verbal
• Comfortable in a fast-paced environment with strong time-management skills
• Ability and interest in learning the Sentry product
• Experience in managing and owning the full sales cycle
• Prior experience conducting workshops and discussing technology implementation
• Ability to drive continuous product value with a strategic and creative mindset
• Collaboration skills and ability to work with a team to achieve KPIs
• Exceptional verbal, written, social, presentation, and interpersonal skills
• Technical aptitude or willingness to develop technical skills

• Competitive base salary range of $80,000 to $220,000
• Eligibility to participate in Sentry's employee benefit plans/programs
• Incentive compensation
• Equity grants
• Paid time off
• Group health insurance coverage
• Equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic
• Provision of reasonable accommodations for employees and candidates with physical or mental disabilities
• Inclusive culture where every teammate can thrive
• Open-source company with a belief in making software accessible
• Assistance and accommodation for disabilities available upon request