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LocalStack is a Series A developer platform that provides local cloud sandboxes for developers and AI agents to test and validate cloud applications before deployment. The platform is used by companies including NASA, Harness, IBM, Workday, Comcast, Apple, 3M, and Block. The company raised $25M in Q4 2024 and is headquartered in Zurich with distributed teams across 25+ countries.
As an Enterprise Customer Success Manager, you will own a full book of 20–30 accounts, managing relationships from individual engineers through engineering directors and executives. Your primary responsibilities include:
• Maintaining gross revenue retention (GRR) above 90% across your book, with accurate renewal forecasting and proactive risk management well ahead of renewal dates.
• Onboarding new customers rapidly to free up team capacity for both new and existing customer support.
• Driving customers from basic to advanced product usage (CI integration, Cloud Pods) and embedding LocalStack into their engineering workflows.
• Identifying expansion opportunities across new teams and use cases (e.g., Azure, Snowflake integrations) and driving adoption of new product releases.
• Building clear success plans for each account, collaborating with the Technical Account Manager, Account Executive, and Product teams, while refining playbooks and KPIs.
You will work in a high-growth, globally distributed environment with a strong emphasis on ownership, openness, and excellence. The role offers full remote flexibility, competitive salary, private medical and 401(k) benefits, annual company retreat, unlimited PTO, and an inclusive workplace culture.
REQUIREMENTS:
• 5+ years in Customer Success or account management at a SaaS company, preferably in developer tooling or DevOps-focused SaaS; 2+ years managing enterprise clients.
• Proven experience managing a book of 20–30 accounts, engaging stakeholders from individual engineers to engineering managers and directors.
• Track record of leading renewals end-to-end, including commercial terms, pricing conversations, and negotiation.
• Strong retention metrics (e.g., GRR) and demonstrated ability to grow customer adoption.
• Technical curiosity and credibility engaging with engineering teams; familiarity with cloud infrastructure, CI/CD workflows, and developer tooling concepts (no coding required).
• Proficiency with AI tools (e.g., Claude) to enhance productivity; familiarity with HubSpot or similar CRM platforms; openness to piloting new AI and CS tools.
• Preferred: experience in a high-growth startup or scale-up environment.
