Customer Success Manager

Overview

As our first Customer Success Manager, you'll work across our pre and post-sales customer success efforts. You’ll work directly with our co-founder, Ali, who leads product and customer success, as well as Drew who’s our Founding Solutions Engineer. They’re both hands-on and love to dive deep. They engage directly with users, prospects, and customers—not just building relationships, but guiding them to get maximum value from Infracost.

The ideal candidate will:

1. Own it: You'll have the opportunity to shape the function, and your DIY mentality will be hugely impactful. Be scrappy and enthusiastic, be relentless in helping customers get to success.
2. Have bias for action: We move fast. You should be excited to take action, adapt, and learn quickly. Self-drive is critical, and we're here to help you succeed.
3. Get excited by change: We're revolutionizing an industry and are still in the early stages. Expect rapid changes as we evolve. Your role will grow with us, adapting and innovating along the way. If you thrive on change, you'll love this journey!

Timezone

US or UK timezone, ideally US Eastern or Central time as we have have customers in the US, Europe and beyond. We are fully remote.

Responsibilities

• Know our customers: Infracost connects FinOps, Engineering, and Engineering Management, addressing their unique challenges and diverse backgrounds. Our goal is to deeply understand their needs and technical environments to help them tackle issues effectively with Infracost.
• Know our product: You’ll know the ins and outs of our product. You’ll know exactly which docs page has answers to customer questions; and if the docs can be improved, you’ll edit them. You represent the voice of the customer internally. Collaborate closely with product+engineering on the real-world usage of the product and represent prioritized feedback from the field.
• Organize PoCs and onboarding: Own the 3-week PoC process, guiding prospects through kickoffs, mid-point check-ins, and summaries. Manage onboarding for enterprise customers, driving smooth adoption across their teams and workflows.
• Build lasting relationships: Conduct account reviews, nudge customers to explore new features, and provide hands-on support during renewals or expansions.
• Support and collaborate: Handle support emails and private customer chats channels while collaborating with sales and engineering to deliver an exceptional customer experience.

Prior experience

• Prior experience in pre or post-sales customer success is required.
• Experience with AWS/Azure/Google Cloud, DevOps tools, Infrastructure-as-Code, CI/CD integrations and FinOps is a significant advantage.
• Experience working in a startup is beneficial.

What we value

1. Ustomer, not customer: It is all about seeing us and the customer as one. We like to be a part of the user’s team, and help them however we can. If the user is not successful, then we will not be either so we try to walk in their shoes. It's more than work - we build relationships and community with users and customers.
2. Open is our core: Put yourself out there. Show your learning. Transparency builds confidence. Encourage sharing the good and the bad. The best decisions are made when everyone has access to all the data. Be straightforward and kind, feedback is about your work not your person.
3. Let's JEDI: Let’s Just Effing Do It! Own it and move fast. A good plan fiercely executed now is better than a perfect plan later. We ask for help and unblock each other. The main thing, is to keep the main thing, the main thing.

Benefits

• Fully remote team
• Two meetups a year - last year we went to Croatia and Barcelona.
• Employee-friendly equity terms, including a 10 year exercise window
• 401k matching (US)
• Health, dental, and vision insurance (US)
• 31 days paid vacation (includes national holidays)
• 12 weeks paid parental leave

• 25 minute initial chat
• Two or three 55 minute interviews about your technical and customer success experience
• 55 minute value-based interview

The above include lots of time for you to get to know us and ask us questions too, so bring your questions!