At Stack Overflow, our mission is to serve developers. Whether we’re helping developers get answers to their questions or find new jobs, we build products that make millions of developers’ lives better every day.

The Manager of Customer Success, Enterprise is a leadership role in the Customer Experience Org. Enterprise is one of Stack Overflow’s newest and fastest growing product offering. With that in mind, this is a tremendous opportunity for the Manager of Customer Success to build a world class, customer-centric team from the ground up. The Manager of Customer Success is responsible for overseeing and developing the systems, processes, procedures and dedicated resources associated with Customer Success and Client Services/Support functions for the Enterprise team. The Manager of Customer Success will partner with Stack Overflow’s Director of Customer Success to identify and integrate the appropriate activities into the overall customer journey.

Additionally, it’s within the purview of the Manager of Customer Success to work with the GM, the EVP of Revenue, the Enterprise Product Manager and Customer Success Engineers to develop the processes and procedures that members of the sales team follow in building viable and supportable solutions for customers including post-sales related activities of the account management function. This position reports to Stack Overflow’s Director of Customer Success/Experience.

Core functions Covered:

Customer Success: Customer-facing proactive service layer primarily tasked with making sure that the customer achieves maximum value through the adoption and usage of Enterprise product. Customer Success owns the adoption and ongoing engagement phases in the customer journey. As such, this may involve working with Sales and/or the Customer pre-sale for proposal buy-in, evaluating and helping define the implementation plan, evaluating or setting success metrics, and everything post sales relative to on-boarding, training, optimization, and proactive work to ensure renewals and growth.

Client Services: Reactive service layer performing in-product tasks on behalf of the customer charged per their request or implied time allocation as part of what is negotiated into a deal. The assumption here is that customer product issues are directed to Client Service and product configuration or technical challenges are directed to Customer Engineering/Support.

What we're looking for:

• Work with clients directly, as needed, to achieve all goals related to Customer Success and Client Service.
• Work with other departments (Sales, Marketing, Product, Revenue Operations) to discover needs and determine policy, best practices, and SLAs based on these requirements and discussions.
• Recommend and create processes, documentation, and training curriculum to implement and improve internal operational policies and systems relative to account management and customer success related operations.
• Train, guide, and deploy Customer Success representatives to
• Collect and report on customer best practices, product usage, and product quality.
• Identify, track and report on success metrics, both pertaining to clients and internal teams.
• Work with product management and development team to recommend changes to website, products, and services to better fulfill customer needs, improve product functionality and quality, and maximize operational efficiencies.

What you'll get in return: 

• Ability to work remotely, with flexible hours (subject to our SLAs of course)
• 20 days paid vacation + holidays
• Completely free health insurance - no copay, no premiums (US residents)
• Stock Options
• Generous parental leave (10-16 weeks at 100% pay), family care leave, and unlimited sick days
• Gym membership reimbursement
• Employees will never be poked with a sharp stick

Diverse teams build better products.Legally, we need you to know this:

Stack Overflow does not discriminate in employment matters on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

But we want to add this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.