3+ years in Customer Success or related post-sales roles at SaaS companies.
Experience collaborating with technical teams, particularly engineering leaders, in mid-market or enterprise settings.
Consultative relationship management—passionate about tackling complex challenges.
Strong communication skills, adept at engaging both technical and executive audiences.
Ability to navigate ambiguity and take decisive action when needed.
Highly organized with proactive follow-through on tasks.
Genuine dedication to customer success and their overall growth.
Responsibilities
Build strong relationships with engineering leaders to understand their goals and address challenges.
Lead customer onboarding, develop success plans, and promote best practices for user adoption.
Serve as a key advisor in AI Effectiveness and Developer Intelligence for customers.
Collaborate with Sales, Product, and Engineering teams to advocate for customer needs.
Conduct value-driven discussions to link Engineering Intelligence with business outcomes.
Identify customer champions and anticipate churn risks proactively.
Innovate workflows, playbooks, and experiments to enhance scalability of customer success efforts.
Benefits
Opportunity to work with innovative engineering teams.
A culture that values deep relationships and customer engagement.
Access to ongoing learning and professional growth opportunities.
Collaborative environment working across multiple departments.
Chance to impact product development from customer feedback and insights.
Full Job Description
What You'll Be Up To:
You'll build deep, trusted relationships with engineering leaders-understanding their goals, unblocking challenges, and helping them get the most out of Span.
Lead onboarding, set success plans, and guide customers through best practices to ensure adoption, retention, and expansion.
Be the go-to advisor for our customers-navigating the worlds of AI Effectiveness and Developer Intelligence.
Work across departments (Sales, Product, Engineering) to advocate for customer needs and deliver a standout experience.
Lead value-driven conversations regularly with customers to help them make the connection between Engineering Intelligence and business outcomes.
Identify champions, expand usage across teams, and proactively spot churn risks before they happen.
Get creative with workflows, playbooks, and experiments to scale our CS efforts as we grow.
What We're Looking For:
3+ years of experience in Customer Success or similar post-sales roles at a SaaS company.
Experience working with technical teams-especially engineering leaders-at mid-market or enterprise companies.
A consultative approach to customer relationships-you love solving messy problems, not just checking boxes.
Excellent communication skills-you know how to read a room and speak both engineer and executive.
Comfort with ambiguity and a bias toward action-you know when to zoom in and when to zoom out.
You take pride in your organization and follow-through, and you're always one step ahead.
You care deeply about your customers and want to help them thrive.
Bonus Points If You Have:
Familiarity with tools like Jira, GitHub, and other engineering systems.
Experience supporting a technical or data-heavy product.
Been an early CS hire before
A knack for simplifying complex concepts and building processes that scale.
If this sounds like your kind of fun, we'd love to chat! Let's help engineering teams work smarter-together-at Span.
