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Copado is the leading DevOps platform for Salesforce, helping the world's largest organizations accelerate their Salesforce development lifecycle and achieve digital transformation. As a Customer Success Manager, you will be a strategic partner to our customers, ensuring their success and satisfaction with the platform.
In this role, you will act as a consultative advisor, working closely with customers to understand their unique needs and challenges around managing complex releases, ensuring compliance and security, and optimizing development and deployment workflows. You will help drive adoption of Copado, increase productivity, and minimize risk through tailored advice and recommendations.
Key responsibilities include:
- Serve as a strategic and influential partner for customers, asking probing questions to address specific pain points and use cases
- Identify opportunities hindering customer success and provide tailored solutions requiring creative thinking
- Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on attendees
- Clearly articulate Copado's value proposition using a strategic and consultative approach
- Provide meaningful follow-up summaries and resources after each customer call
- Independently create prescriptive plans with customers and develop templated success plan playbooks for team use
- Conduct initial discovery to qualify upsell opportunities and proactively communicate with Sales
- Execute Quarterly Business Reviews (QBRs) using CopadoInsights data to identify trends, risks, and opportunities
- Improve team efficiency by optimizing processes such as templates and risk playbooks
- Conduct regular check-ins and business reviews with customers
Requirements:
- Minimum 5 years of experience in customer success management roles
- Excellent written, verbal, and interpersonal communication skills
- Strong sense of accountability in following up with customers and holding others accountable
- High emotional intelligence to pick up on customer sentiment and take command of conversations
- Consultative approach in advising customers on processes required to achieve their goals
- Experience addressing key challenges such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows
- Experience driving customer adoption and success through proactive communication, relationship building, and strategic planning
- Knowledge of agile methodologies and practices, as well as experience implementing agile processes using CI/CD and testing toolkits
- Ability to provide guidance and training to customers on using Copado effectively
- Strong problem-solving skills and ability to think creatively
- Understanding of integration capabilities and experience integrating ALM tools or systems
