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Sr. Customer Success Manager

Germany (Remote)

About the role

The Snr Customer Success Manager (CSM) is accountable for achieving and sustaining adoption (measured through the verified achievement of value-based outcomes), mitigating renewal risk, and identifying expansion opportunities across their portfolio of accounts. You will do this by understanding customer goals and the outcomes prescribed to achieve these goals with the product(s) purchased, developing strong rapport with all user personas linked to the adoption of these products, and executing defined customer success journey milestones via prescribed playbooks.

In this role you can expect to

You will manage a portfolio of accounts, and as the Customer Success Manager, will be accountable for the adoption and health of each account. You will be a critical player in driving long-term customer success and demonstrating the value of HashiCorp’s products to our customers.

To be successful in this role, the Customer Success Manager will work across teams including Customer Success Architecture, Enterprise Account Management, Renewals, Solution Engineering, Professional Services and Support. 

  • Be accountable for the success of the customer journey for your portfolio accounts as measured by both the health score and gross revenue retention and expansion for each account
  • Be responsible for directing the execution of the Outcome Delivery and Customer Management processes for your portfolio.
  • Coordinate the transition of your accounts at the point of acquisition as well as when new products are purchased via expansion motions.  
  • Work closely with the Customer Success Architecture, Enterprise Account Management, Renewals, Solution Engineering, Professional Services and Support teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers.
  • Bring the voice of the customer to HashiCorp as you partner with engineering, marketing, and product to deliver best-in-class customer experience for your portfolio
  • Measure, report and analyze account health, playbook progress, account sentiment in order to optimize the customer journey continuously through innovative practices focused on driving adoption, retention and expansion
  • Coordinate, develop, and lead customer business reviews 
  • Be responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, success plans, and calls to actions in Gainsight 
  • Help identify and build great customer success practices that will scale across a growing team
  • Responsible for leveraging tech-touch to support digital customer success journeys and outreach.

You will be successful in this role if you have

  •  8+ years of TAM, CSM, or program management experience with technical aptitude. Prior hands-on experience is a strong plus.
  • Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
  • Outstanding written and verbal communication/presentation skills to lead onsite or remote strategic business reviews
  • Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities and anticipate the customer’s needs
  • Strong interpersonal skills and the ability to work with various teams with varying backgrounds and skill sets
  • Ability to discuss high-level technical concepts with non-technical stakeholders
  • Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapts to change, and is comfortable with high levels of ambiguity
  • Skilled at driving the deployment of software products or solutions to large and multifaceted global companies
  • Thrives by having regular interactions with customers and is proactive in their outreach.
  • Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)
  • Able to thrive and be successful in a remote-first culture
  • Ability to travel internationally and to Hashicorp events as needed

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Benefits at HashiCorp

Note: some benefits may differ from one country to another.

Medical, dental & vision

HashiCorp offers your choice of medical plans as well as dental and vision coverage for you and any dependents, including spouses, domestic partners, and children. Coverage begins upon your first day of hire.

Life & disability insurance

HashiCorp provides life insurance coverage in the amount equal to your annual salary at no cost to you. If you would like additional coverage, you have the option to enroll in voluntary life insurance for yourself or your dependents. You will also be covered under our short term and long term disability policies in the event that you are unable to work for an extended period of time due to a health condition.

Flexible spending account (FSA)

You can set aside pretax money to go towards the purchase or payment of approved health care and dependent care expenses. These can include copays, birth control, day care for children or elder adults, acupuncture, and more.

Vacation and Other Leaves

We believe in giving our employees the opportunity to recharge and refresh, and our vacation policy reflects that. Our Paid Vacation Policy offers employees 4 weeks of vacation per year. So, whether you’d like to vacation on a beach or relax at home, it’s up to you! Additionally, we offer 10 days of paid sick leave per year, bereavement leave, miscarriage leave and extended personal leave. We value your health and well-being and empower you to take ownership of your earned and well-deserved time away.

401(k)

Our 401(k) plan provides a variety of investment options to help you fund your retirement. The plan allows you to contribute a designated amount of your pre-taxed income from each paycheck thereby lowering your taxable annual income. The plan also offers employees the opportunity to enroll in Roth, and after-tax contributions.

Family Expansion Benefit

We are dedicated to supporting the needs of our employees and their families in a way that is inclusive of all family structures. That is why we’re proud to offer a Family Expansion Benefit through Carrot designed to support a variety of family expansion methods that range from Adoption to Fertility treatments, and can be customized to the needs and preferences of each individual employee.

Maternity and Parental Leave

To bond with their newborn, we provide birthing parents up to 16 weeks of paid maternity leave via short-term disability and HashiCorp’s parental leave policy. For non-birthing parents (including adoptive) we offer 8 weeks of paid parental leave.

Expanded Mental Health Support

We understand the importance of supporting our employees mental health, and are committed to doing this through a variety of resources. In addition to offering an Employee Assistance Program (EAP), we provide employees access to an on-demand behavioral healthcare benefit through Ginger.