Customer Success Manager

About the Position

We are looking for a Customer Success Manager to join Factory in San Francisco, CA. In this role, you will be the main point of contact for our most strategic accounts, helping them scale their adoption, enablement, and usage of Factory.

Responsibilities

• Drive Consumption & Value: Own the post-sales journey for enterprise customers, focusing on driving adoption and consumption.
• Strategic Partnership: Build relationships with key stakeholders, from VP of Engineering to individual Tech Leads.
• Operationalize Success: Develop repeatable "success plans" to proactively intervene when usage dips or blockers arise.
• Secure Renewals & Expansion: Lay the groundwork for long-term NRR by proving clear ROI and identifying opportunities for expansion.
• Voice of the Customer: Channel feedback from key users back to Engineering teams to inform the Product roadmap.
• Enablement & Evangelism: Lead onboarding workshops and business reviews that educate teams on best practices.
• Hands-on Support: Act as the front-line support for your accounts, troubleshooting any customer inquiries.

Requirements

• 2-4+ years of experience in a customer-facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company.
• Commercial and Technical Fluency: Strong understanding of technical products and an ability to translate their use into business value and outcomes for customers.
• Builder Mindset: Excited to help build the function, comfortable with ambiguity, and moves fast.

Nice to Have

• DevTools Experience: Familiarity with the broader developer tooling ecosystem and practices.
• Startup Experience: Experience in a high-growth environment where roles are fluid and ownership is high.

We Offer

• Opportunity to work with a strategic team in a fast-growing company.
• Impactful role in shaping the future of Factory.

About the Company

Factory is a leading company in its industry, dedicated to providing innovative solutions to its clients. Join us and be part of a team that is shaping the future.

Location: This role is open to San Francisco, New York City, or London.