Team Lead: Customer Success

  • Snyk
  • Boston, MA, USA
  • Feb 28, 2019
Full time Customer Success Information Technology Technical Solutions

Job Description

We’re looking for an empathetic, team-focused Team Lead to grow and develop our team of Customer Success Managers, scaling Snyk’s ability to delight our users by optimising their onboarding experience, and help them to accomplish their goals.

Our mission is to help organisations use open source software and stay secure. Well over 160,000 developers have adopted Snyk as part of their workflow, we have a series of top brand customers on board (including Google, Skyscanner and Asos), and a large and ever-growing stream of incoming requests to buy Snyk Enterprise.

We are focused on enabling developers to find and fix open source vulnerabilities as they develop, and to help security and governance teams understand their status and drive improvement. Our product integrates seamlessly into typical development workflows, and the large organisations that we have on board love us. We want to make security part of business as usual for software developers.

Your role

You will join our Customer Success team, who is responsible for helping new organisations to use Snyk to build value for their company quickly and effectively. This includes taking them through the technical onboarding journey, and helping them build value for their company through using Snyk.

We’re a small but fast growing team, so we imagine you’ll start off by splitting your time between team leadership, strategy, and hands on customer support.

You'll spend your time:

Team leadership and people management:

  • building out an effective and well structured team which can deal with inbound demand worldwide as we grow
  • mentoring, coaching and driving forward the personal development of individuals on your team
  • sharing your broad knowledge of working in customer success

Hands on customer support:

  • working with key technical stakeholders to agree on objectives and define a success plan
  • understanding each organisation’s technical setup and workflow, and planning a rollout that suits their needs
  • helping customers set up single sign-on (whatever type of identity provider they’re using), by editing config files, configuring auth0, pushing to their environment for testing and iterating.
  • ensuring customers are getting the most out of the product and are adopting new features
  • working with the sales team to support successful customer renewals and account growth
  • providing quarterly customer business reviews to each customer to demonstrate the value they are getting from Snyk
  • working with the marketing and product teams to help inform case studies, roadmaps, and prioritisation of our customers’ needs
  • gathering usage patterns, feature requests, and feedback then sharing these with the product team

You should apply if:

  • you have significant experience in account management or customer success, ideally for a technical product
  • you are familiar with developer workflows and standard tooling e.g. GitHub, Jira.
  • you have experience building and leading a growing team and feel most successful when empowering others
  • you ask incisive questions and are comfortable discussing complex requirements
  • you’re extremely organised, good at prioritising and juggling multiple workstreams
  • you’re passionate about coaching and people development
  • you are pragmatic, realistic, and you build strong, respectful relationships across levels of seniority
  • you’re interested in open source and security
  • you’re excited about what we do, and want to help our customers gain more value from Snyk

Interested?

We value diversity at Snyk, and we welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this role, but are not totally sure whether you’re the right person, do apply anyway.