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Manager of Customer Success

Sunnyvale, US | Customer Success

At JFrog, we’re reinventing DevOps to help the world’s greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit, and all-around great people. Here, if you’re willing to do more, your career can take off. And since software plays a central role in everyone’s lives, you’ll be part of an important mission. Thousands of customers, including most of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production -- a concept we call “liquid software.” Wouldn't it be amazing if you could join us in our journey?

We are looking for a talented and experienced Manager of Customer Success to lead the Americas West Customer Success team. In this role, you will oversee the activities which include mentoring, leading, and staffing this growing group of accomplished Customer Success Managers and Technical Account Managers. Here at JFrog known as Technical Success Managers. Collaborate with other Support teams globally, Product Managers, R&D teams, Sales and Marketing.

As a Manager of Customer Success in JFrog, you will...

  • Lead, staff and grow JFrog’s America West Customer Success team located in the US
  • Manage day-to-day operations and provide support and direction to the Technical Success Managers
  • Provide leadership through coaching, feedback, development goals, and performance management.
  • Mentor team leaders and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the JFrog products and platform. 
  • Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how JFrog addresses their immediate and future needs (with success metrics). 
  • Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
  • Well-versed in using case management systems and CRM’s (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment
  • Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team. 
  • Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team.
  • Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption.
  • Own and drive customer adoption and usage for the JFrog customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.
  • Understand the customer’s industry trends, business challenges with the JFrog platform, and current and potential use cases for JFrog customers and develop and nurture JFrog champions within your customer’s organization who advocate for the platform based on their positive experience.
  • Engage customers’ senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention.
  • Partner with the JFrog Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). 

To be a Manager of Customer Success in JFrog you need...

  • Excellent management and leadership and able to gain the respect of a high-performing Customer Success team.
  • 5+ years of experience with Customer Success Managers and Technical Account Managers for an Enterprise software company.
  • At least 4 years in directly managing a technical team - hiring, performance issues, team motivation, attrition management, mentoring, career progressions, etc.
  • Experience with supporting products with impact on business/productivity.
  • Experience with supporting international enterprise customers.
  • Excellent analytical and problem-solving skills.
  • Customer orientation and excellent interpersonal skills.
  • Excellent English verbal and written communication skills.
  • To work weekends and holidays (on occasion).

WHAT JFROG CAN OFFER…

  • At JFrog, base salary is only one component of our compensation package.
  • This position has a base salary range between $170,000 to $180,000. Base salary will be based on your skills, qualifications, experience and location.
  • This position also includes an equity package of restricted stock units (RSU). In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.
  • JFrog provides employees with comprehensive benefits including medical, dental, vision, retirement, wellness, and much more!
  • Additionally, this role may be eligible for discretionary bonuses or commission payments.

JFrog is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status or any other category protected by law.

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