Senior Customer Success Manager

DevRev

DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform.

Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.

Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.

DevRev is conversational AI at work, right now. Patented technology unifies siloed data from legacy tools like Salesforce, Jira, and more into a knowledge graph, powering conversational AI interfaces that deliver precise answers, advanced analytics, and workflow automations. Think ChatGPT, but for work, enabled across existing data sources and software. DevRev also provides AI-native apps for customer support, product management, and engineering that can coexist with or replace legacy solutions.

Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.

Job Description

We are looking for a Customer Success Manager to build lasting partnerships with our clients and ensure they realize maximum value from DevRev. You will be a key advisor throughout the customer lifecycle, from onboarding through adoption and optimization, helping organizations transform with the power of conversational AI.

Objectives of this role will include:

• Proactively manage accounts to maximize customer value and drive tangible business growth and ROI for the customer and DevRev.
• Lead customers through onboarding; owning the implementation plan, developing product adoption strategies,and providing technical subject matter expertise and guidance.
• Develop new ways of helping customers increase the usage of our products.
• Enable integration of DevRev with customers’ existing tool stack by utilizing available DevRev snap-ins and identifying specific needs for customizations.
• Enable customers in their journeys by identifying and sharing relevant content, enabling them with best practices, making proactive nudges to increase product usage.
• Provide a consultative approach to helping customers map critical workflows (e.g., mapping before and after process flows).
• Be self-sufficient across customer engagements while keeping constant feedback loops back to all key stakeholders including: Engineering, Product, Design, Customer Enablement, Revenue, Marketing, etc.
• Conduct data analysis about customers’ usage to share insights, drive decision-making, and prioritize.
• Identify and lead interventions to address risk across customers.
• Learn new tools and work closely with industry-leading AI and generative technologies.

Ideal Candidate Qualifications:

• 7+ years of prior experience in Consulting, Solution Architecture, Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
• Knowledge of software development, technical support, and customer sales and success lifecycle. Technical knowledge of web solutions including APIs and Webhooks. Knowledge of Data analytics (SQL) or similar technical skills are also valued.
• Outstanding communication (written and verbal), with fluency in English.
• Comfort operating in a fast-paced, high-demand, global environment.
• Result oriented work-style, ability to get things done, and a learning mindset.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers. 

That is DevRev!