Every developer has a tab open on Stack Overflow. We are one of the most popular websites in the world - a community-based space focused on increasing productivity, decreasing cycle times, accelerating time to market, and protecting institutional knowledge.
Innovation is at the heart of everything we do. We embrace collaboration, transparency, and believe in leading with empathy; creating an environment where every Stacker knows they belong. We embrace that the unique contributions and points of view of all Stackers contribute to our success.
We are a
Best Company to Work For, in addition to being recognized for Best Company Leadership, Best Company Happiness, Best Company Perks and Benefits, Best Company Work-Life Balance, Best Company Compensation, and Best Company Outlook.
We are a remote-first company with Hiring HUBs based in the US, Canada, UK, and Germany.
As a
Manager, Customer Success for Stack Overflow for Teams (SMB), you will be part of the leadership team on our Customer Success Team. You will be leading the SMB Customer Success strategy to continue to tee up for the next phase of our growth trajectory.
You will be leading a group of experienced Customer Success Managers and Senior Customer Success Managers, who are responsible for the adoption, value and growth for our SMB customers. This role spans ownership of SMB customer success journey from post-sale through renewal and growth. Additionally, you will lead a small team of Customer Enablement Managers, who drive our customer training practice.
As a manager and leader, you will need to take a community-driven approach to Customer Success, believe in the Stack Overflow for Teams platform and community, and be vested in the growth of the company. On a daily basis, you will be responsible to build the operational rigor on the team, coach the team, build key relationships with Executives and champions, and improve the overall customer experience.
This role will also work very closely with our cross-functional partners on sales, product, marketing, people team, legal and finance to ensure smooth functioning of the business to meet our shared goals with customers and drive outcomes for both Stack and our customers.
What you'll do:- Lead a team of experienced Senior Customer Success (Sr. CSM) and Customer Success Managers and Customer Enablement Managers (CEMs) who manage our high touch segment on Stack Overflow for Teams Enterprise product.
- Focus on improving the overall adoption, value story and outcomes for customers on the Enterprise product.
- Oversee our Customer Enablement efforts, including leading the team that develops and executes our customer training practice.
- Coach, hire and mentor a stellar team by providing feedback, coaching and guidance according to individual's strengths and areas of improvement.
- Drive towards the most important goals of our business and aligned to KPIs .
- Identify playbooks to proactively address risks and opportunities with adoption and engagement.
- Support the Enterprise Customer Success managers with EBR and Business value mapping conversations.
- Collaborate on account reviews with Account Executives, Managing Directors and Customer Success Managers to identify opportunities to increase customer value.
- Partner with our Sales team to support with pre-sales activities for high potential customers.
- Participate and lead key items on our weekly, monthly and quarterly business reviews with cross functional partners in the business to highlight risk, opportunities and progress around key initiatives on our Customer Success roadmap.
- Collaborate with the Director of Customer Success, other leaders on the Customer Success team to mutually build, execute and refine the Customer Success roadmap.
We expect to see:- At least 8 years of relevant experience in Customer Success.
- At least 3 years in Management capacity as a Team Lead or Manager/Sr. Manager, Customer Success.
- Prior experience being an individual contributor Customer Success Manager (renewal, upsell quota responsibility in a SaaS organization preferred).
- Bachelor's Degree in relevant discipline or equivalent experience.
- Passion for building trust, fostering relationships, and communicating effectively with customers.
- Passion to coach, hire and train a high performing and functioning team
- Ability to prioritize and multitask while maintaining urgency, thoughtfulness, and poise under pressure while keeping an eye on the KPIs and success metrics for customers and our business.
- A collaborative mindset to promote partnership to ensure that Stack Overflow for Teams is front and center in Customer's tech stack.
- Proactive, scrappy, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption.
We like to see (but not required):- In-depth experience with tools such as Salesforce, Clari and CS tooling like Catalyst.
- Experience with a developer product or professional community management platform for a large, technologically focused user base.
Base salary will range from: $122k - 160k USD + commissions # LI-Remote #LI-KS1
What you'll get in return:- Competitive Base Salary
- Generous paid vacation
- Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
- Equity (RSUs) for all employees at all levels
- Industry-leading health benefits that are applicable per country of residence for all our full-time employees
- Company-paid Life Insurance
- Home Internet stipend
- Professional allocation for your growth and development
- One-time allowance to assist with your home office setup
- Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive
Stack Overflow is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together here at Stack. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
For individuals based in California, and other locations where required, we will consider employment qualified applicants with arrest and conviction records.
