About This Role

At Sentry, customer happiness is at the core of what we do. Our Customer Success team (part of Customer Operations) loves to engage with and advise our customers on how to get the best use out of Sentry and maximize success for their own teams. Just as importantly, we welcome feedback from our users and constantly seek ways to improve their experience.

Sentry is looking for a Strategic Customer Success Manager to manage a portfolio of 30-50 priority Enterprise customers in a target region. You’ll report to the manager of Customer Success and be a senior member of the Customer Success team. You’ll facilitate the value-delivered for your customers and work closely with our Technical CSM(s) and Sales teams to grow a small subset of target expansion accounts. If you’re passionate about engaging with customers and expanding their use cases and love to create win/win environments for all parties involved, start thinking of your new hire gif now!
 
Please note: this role requires travel. 
 

As our Strategic Customer Success Manager, you will:

  • On-board new strategic Enterprise Customers (i.e. Kick Off Calls and Sentry Workshops)
  • Manage the health of your portfolio (i.e. follow calls to action for reactive intervention)
  • Complete strategic account overviews for your target expansion accounts
  • Facilitate expansion activities for your target expansion accounts (i.e. onsite visits)
  • Complete Business Reviews for your portfolio (quarterly for target expansion accounts)
  • Advocate for your customers’ needs internally (i.e. surfacing actionable product feedback)
  • Foster a healthy and collaborative culture that embodies Sentry’s values

You’ll love this job if:

  • You require little coaching and guidance for managing your portfolio
  • You like to solve business problems 
  • You thrive in a fast-passed and a rapidly changing environment
  • You’re looking to help define processes and build a global customer success team

Qualifications

  • 4+ years experience as a Customer Success Manager or Account Manager (or similar role)
  • Prior experience in the Developer Tool space (or similar vertical)
  • Excellent written and oral communication skills 
  • Ability to articulate technical concepts clearly and succinctly
  • Ability to create champions within your Customer portfolio
  • Ability to identify patterns in customer feedback and needs
  • Willing to travel to customer offices on a quarterly basis
  • Live in San Francisco Bay Area, or willing to relocate

Bonus Qualifications

  • Sales experience 

Benefits

  • Contribute to an open source product used by tens of thousands of companies
  • Be part of an experienced and renowned team that has worked on some of the world's most popular software products and open source tools
  • Competitive salary and meaningful equity
  • 100% medical, dental, and vision coverage
  • Commuter subsidy
  • 401k
  • Charitable matching program
  • Generous parental leave policy and 529 College Savings Plan
  • Flexible working schedule and vacation policy, and real work/life balance
  • Company events (Hack Weeks, All Hands, quarterly social events) and friends and family events
  • Relocation assistance
 
Sentry is an equal opportunity employer, and we value diversity and inclusivity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.