Factory

Customer Success Manager

San Francisco, CA · Vp

Sponsorship not specifiedDetected 215 days ago

Product ManagementAccount ManagementCustomer Success

About the role

You will shape the playbooks, influence the roadmap, and define what "success" looks like for engineering teams.

Strategic Partnership: Build relationships with key stakeholders-from VP of Engineering to individual Tech Leads.
Operationalize Success: Move beyond ad-hoc support to build repeatable "success plans" to proactively intervene when usage dips or blockers arise.
Enablement & Evangelism: Lead onboarding workshops and business reviews that educate teams on best practices.
Hands-on Support: Act as the front-line support for your accounts, and help troubleshoot any customer inquiries
Hands-on Support: Act as the front-line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle.
In this role, you will own a portfolio of key accounts and act as the main point of contact in their journey to adopt Factory.
This is a hands-on role for someone who thrives in ambiguity and wants to help build a generational company.
Build relationships with key stakeholders-from VP of Engineering to individual Tech Leads.
Move beyond ad-hoc support to build repeatable "success plans" to proactively intervene when usage dips or blockers arise.
Act as the front-line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle.

You are comfortable with ambiguity and move fast.
Familiarity with broader developer tooling ecosystem and practices
2-4+ years of experience in a customer facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company.
Commercial and technical fluency: Strong understanding of technical products and an ability to translate the use of these technical products into business value and outcomes for customers.
Builder Mindset: You are excited to help build the function, not just fill a seat. You are comfortable with ambiguity and move fast.

DevTools Experience: Familiarity with broader developer tooling ecosystem and practices
Startup Experience: You've worked in a high-growth environment where roles are fluid and ownership is high.

Drive Consumption & Value: Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption.
We are hiring an Enterprise Customer Success Manager to work with our most strategic accounts and help scale their adoption, enablement and usage of Factory.
Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption.

This listing is sourced directly from Factory's careers page and normalized into a canonical job model.