Customer Success Manager US

Job Overview: 

As a Customer Success Manager at Swarmia, you will be a key advocate for our customers, ensuring they achieve their goals and derive maximum value from our platform. You’ll be responsible for onboarding new customers, providing ongoing support, and driving customer engagement. Your role will be crucial in building long-term relationships, reducing churn, and identifying opportunities for growth. In a collaborative, fast-paced startup environment, you’ll work closely with the product, engineering, and sales teams to deliver a seamless customer experience.

About Us:

Swarmia is a data-driven platform revolutionizing the way software development teams operate. We focus on accelerating engineering organizations by balancing growth with culture and quality. Our team is passionate about solving problems and amplifying the success of our customers.

Reports to: 

VP of Sales & Customer Success

Key Responsibilities

• Customer Onboarding: Lead new customers through a successful onboarding process, helping them quickly adopt Swarmia’s platform and integrate it into their daily workflows.

• Customer Advocacy: Be the voice of the customer within Swarmia, sharing valuable feedback with product and engineering teams to influence product development and enhancements.

• Proactive Support: Actively engage with customers to anticipate challenges, provide timely solutions, and ensure their continued success.

• Relationship Management: Build and nurture long-term relationships with customers, becoming their trusted advisor for optimizing their engineering processes with Swarmia.

• Customer Education: Educate customers on best practices, new features, and how to leverage Swarmia’s insights to drive continuous improvement.

• Customer Health Monitoring: Regularly assess customer health, using data-driven insights to identify at-risk accounts and drive retention strategies.

• Upselling & Expansion: Identify opportunities for account growth, upselling additional features or services that align with customer goals, and work closely with the sales team to expand account value.

• Collaboration: Partner with cross-functional teams (product, engineering, sales) to deliver a cohesive, high-quality customer experience and ensure alignment with company objectives.

• Reporting & Feedback: Develop reports to track customer progress, success metrics, and product feedback that helps inform our roadmap.

Required Skills and Experience

• Strong aptitude for technical software products

• Deep understanding of the Software Development Life Cycle (SDLC)

• Excellent customer service skills

• Strong written and verbal communication abilities

• Experience with data analysis and CRM tools (preferred)

• Customer-first mindset

• Ability to build strong relationships and manage customer expectations

• Familiarity with agile development methodologies

Why Join Swarmia?

• Impact: Be part of a mission-driven company focused on transforming how engineering teams work, helping them achieve their full potential.

• Growth: Opportunity to build the customer success function and grow within a fast-moving, high-impact role.

• Flexibility: Work from anywhere with a remote-first culture and flexible working hours.

• Collaboration: Join a passionate, innovative team that values input and encourages collaboration across all departments.

• Competitive Package: We offer a competitive salary, benefits, and opportunities for personal development.

Swarmia's Commitment to Equality:

As an Equal Opportunity Employer, Swarmia is dedicated to providing a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, color, religion, sex, national origin, disability, veteran status, or any other legally protected characteristics.