About Debricked

At Debricked, we are all about open source. Our main goal is to make it easy for developers to use open source in a better way and remove any associated risks. As our nimble start-up just got acquired by Micro Focus, we are now accelerating our growth and looking for a Senior Technical Customer Success Manager to join our team in Sweden or remotely in Europe (+3/-3h GMT+1). If you want to work alongside a crew of fun, driven, and supportive colleagues while getting the opportunity to influence and impact the journey ahead, Debricked is the place for you!

The role

We're looking for a Senior Technical Customer Success Manager to make our customers excited to be Debricked customers. You will work with a diverse portfolio of Midsize and Enterprise customers to ensure they achieve their desired outcomes and help support our high retention goal. This role will report to the Director of Debricked and work closely with multiple cross-functional stakeholders.

Our current CS team is focused on the self-service model where we have tech touch CS practices in place as well as our Support team. In early 2023, we will launch our new self-service portal where our product documentation, customer community, and product feedback will be hosted.

The foundation for our high-touch model is in place with tools and processes set up and implemented, collaboration across the org defined and followed, and customers receiving value and renewing their contacts. However, as we are growing and are seeing a great increase in enterprise clients we want to ensure we take CS to the next level. Therefore we are looking for someone to come in and own our current customer base but also take on the operational responsibility for how we build a best-in-class high-touch customer experience - this will in the future develop into a leadership role.  

What the role entails: 

- Manage all post-sales activities (onboarding, account management and renewals) for Debricked’s mid and enterprise customers through strong relationship-building, product knowledge, planning, and execution

- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

- Ensure that a plan is in place with each customer for deployment, change management, and adoption programs  

- Increase customer retention by conducting regular check-in calls for tactical items, and performing quarterly health checks for strategic reviews

- Use data and tools to prioritize and track accounts to identify churn risk and work proactively to eliminate that risk  

- Partner with Sales and Product to develop a plan for making Debricked a part of each customer’s core architecture  

- Work closely with Product and Engineering on the identification and tracking of enhancement requests and bugs  

- Work closely with Marketing to help build out our evangelism and advocacy programs.  

- Function as the voice of the customer and provide internal feedback on how Debricked can better serve our business and enterprise customers.

  - Work on improving our current high-touch customer experience and ensure that we constantly get better

This role will be a great fit if you: 

- Have 3-5 years of experience in a similar role within a fast-paced environment in B2B SaaS.   

- Are comfortable with working with technical customers   

- Have excellent communication skills and a flair for explaining complicated technical concepts in a simple way.  

- Are comfortable analyzing and using data to make informed decisions.  

- Have strong project management and prioritization skills. You always keep to deadlines.  

- Are service-minded and always try to put yourself in the customer's shoes.  

- Familiarity with tools like Gainsight, Salesforce, Hubspot, Insided, and Mixpanel  

- Are comfortable working with remote team members and are a team player  

- Have an entrepreneurial, problem-solver attitude - no problem is too big or too hard  

- Have the ability to learn new technologies fast   

- Industry experience in technical Saas product 

Benefits

At Debricked, you will work together with passionate, driven, and smart colleagues. We have a lot of fun together and there are many opportunities to grow. This also means that we work with the latest tools and methodologies in the industry. You will also have the opportunity to make a lasting and definitive impact in the company and help navigate the direction of our future. Apart from that, we offer several generous company-wide benefits including paid holidays, pension and insurance.