Customer Success Manager - Scaled

Customer Success | Full-time, Remote

Astronomer is the commercial developer of Apache Airflow, a community-driven open-source tool that’s leading the market in data orchestration. We’re a globally-distributed and rapidly growing venture-backed team of learners, innovators and collaborators. Our mission is to build an Enterprise-grade product that makes it easy for data teams at Fortune 500’s and startups alike to adopt Apache Airflow. As a member of our team, you will be at the forefront of the industry as we strive to make Apache Airflow the de-facto standard in data orchestration.

You will work with a large portfolio of customers to proactively launch and drive adoption, as well as act as the voice of your customers internally at Astronomer. Creative, upbeat and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies see meaningful outcomes with Astronomer. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and educating customers on how it can benefit them.

What You'll Do

  • Manage post-sales activity for Astronomer’s Scaled SMB/MM customers through touch points that require product knowledge, prioritization planning, project management and the ability to quickly build rapport.
  • Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
  • Demonstrate high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses.
  • Develop, test, and iterate on scaled playbooks and engagement strategies.
  • Analyze customer data to build and execute engagement strategies within your customer portfolio.
  • Proactively identify and flag churn risk and work actively with broader account team to mitigate.
  • Partner with Marketing, Renewal Management  and Astronomer Solutions to provide effective customer engagements.
  • Function as the voice of the customer, identifying customer trends and providing internal feedback on how Astronomer can better serve our customers.

What You'll Need

  • 3+ years experience in Customer Success, Customer Marketing, or Account Management at scale.
  • Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars).
  • Strong writing skills and marketing experience would be a plus
  • Self-starter who has fresh ideas when it comes to growing customer engagement
  • Great prioritization skills and ability to execute on customer-facing activities
  • Ability to make changes on the fly and continuously improve our processes
  • Eager to help customers solve problems and succeed in making Airflow the de-facto standard in data orchestration
  • Experience in the relevant products in the market such as Cloudera, Databricks, AWS, Azure, Google Platform, Tableau, SAS, ETL technologies or other Analytics Solutions, Apache Airflow, python, SQL, Docker, kubernetes.
  • Team player and customer advocate motivated by helping others succeed
  • You know how to listen to the customer and translate their business needs into a personalized consultationHighly data-driven and intrigued by the challenge of delivering an awesome Astronomer experience to hundreds of customers
  • You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done
At Astronomer, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  Astronomer is a remote-first company.
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